Call Center Assistant Manager
Infosys McCamish
Des Moines, IA
The Operations Assistant Manager role is an integral member of the team. Within our group, the team includes other functional roles that provides a career path for the right candidate.
The primary responsibilities of the Operations Assistant Manager is leading a high-volume inbound contact center. The right candidate will be a self-starter with previous Leadership experience and a high-level knowledge of Annuity and Life Insurance products. They aspire to be a Subject Matter Expert on our processes and procedures and using multiple systems to manage the timeliness and quality of day-to-day call center activities.
Location for this position is Infosys McCamish, Des Moines, IA.
Qualifications
Basic
Previous Leadership experience leading a high-volume call center with direct reports
Ability to work as liaison with other leaders to drive overall performance results
Develop and lead a team of 10-20 CSRs in a fast-paced environment
Excellent organizational, prioritization and follow-through skills
Partner with Workforce Management to monitor real-time adherence and SLAs
Own relationship with the client for all call center related activities
Analyze and identify process improvements within our team
Coach and manage to KPIs and monitor department production
Field customer complaints and escalations while working towards resolution
Drive a culture of accountability towards positive business & customer experience results
Preferred
Bachelor’s or Associate’s degree preferred
At least 2 years of experience in BPO Leadership managing associates (remote & onsite)
Annuity and Life Insurance experience preferred
Excellent oral and written skills communication skills
Note: Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).
The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.
About Us
Infosys McCamish Systems, () located in Atlanta, Georgia, is the Life Insurance and Retirement Services subsidiary of Infosys BPO Limited. () Infosys McCamish was started in 1985 as a virtual insurance company and went to market as a commercial services provider in 1995. It has an outstanding business perspective and an exemplary track record that no other outsourcer of business solutions can claim – generating US$16 billion of recurring premium in less than five years as a virtual insurance company. Infosys McCamish has expert technology and outsourcing credentials, along with a proven business model for re-engineering systems and performing back-office services at a reduced cost, while reinforcing accuracy, speed and security. Seven of the top ten US insurers are among Infosys McCamish’s many BPO clients. Infosys McCamish has its operations spread across Atlanta GA and Des Moines IA in USA.
EOE/Minority/Female/Veteran/Disabled
...Were Hiring: Night Shift CNC Machinist Join the Cogar Manufacturing Team at our Pearisburg, VA Machine Shop! If youre a skilled machinist who takes pride in precision work and thrives in a fast-paced environment, we want to hear from you. Position Details:...
...-Documents in alternate formats or read aloud to you -Having interviews in an accessible location -Being accompanied by a service dog -Having a sign language interpreter present for the interview A request for an accommodation will be responded to within three business...
...where the stakes could not be greater, please apply to Fluet. We offer a full range of services in our practice areas: Government Contracts Corporate + Transactional Litigation + Investigations International Trade Position Description As an...
...Required Qualifications: Associates degree or equivalent work experience required; Minimum of 5 years of administrative and clerical... ...function well in a fast-paced ambiguous environment; Proven time management skills with the ability to meet deadlines. Work...
IDR is seeking an Associate Managing Director to join one of our top clients in Lubbock, TX . This role is perfect for a professional who is adept in the world of reporting! If you are looking for an opportunity to join a large organization and work within a team-oriented...