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
High School Diploma or equivalent
At least 6 years of experience in the job description below
Preferred
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
skills bachelor’s or associate 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
About us:
Infosys McCamish Systems, (
U.S. citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.