Customer Contact Manager

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🕒 Setembro 23, 2025

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Infosys

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1981

🏢 Corporativo

💼 Consultoria

🤖 Inteligência Artificial

💰 $200.000.000 Post-IPO Equity em 2008-07

Enterprise • Consulting • Artificial Intelligence

A Infosys é uma líder global em serviços e consultoria digital de nova geração, dedicada a auxiliar empresas em todo o mundo na navegação de sua transformação digital. A empresa utiliza ferramentas digitais, incluindo IA, serviços de nuvem e cibersegurança, para aprimorar a operação de clientes em diversas indústrias, como finanças, saúde e automotiva. Com a missão de amplificar o potencial humano e criar oportunidades para pessoas, negócios e comunidades, a Infosys faz parcerias com organizações para inovar e modernizar os ambientes de TI, melhorando o desempenho e alcançando um crescimento sustentável. Conhecida por suas ofertas AI-first, a Infosys capacita empresas com soluções ágeis que incorporam análise de dados, blockchain e IoT para impulsionar a transformação.

Descrição

• Oversee and optimize customer interaction channels across voice, digital, and self-service platforms • Lead initiatives to improve customer satisfaction and streamline contact center operations • Ensure consistent service delivery across touchpoints • Lead strategy and operations of customer contact channels (phone, email, chat, social media) • Collaborate with IT and business teams to implement contact center technologies and automation • Translate business requirements into functional designs and support customizing of SAP customer interaction processes • Analyze customer interaction data to identify trends, pain points, and improvement opportunities • Advise Product Owners on feasibility, complexity, and business value of customer-facing user stories • Develop and monitor KPIs for service quality, response time, and customer satisfaction • Manage vendor relationships and ensure SLA compliance • Train and support contact center teams to deliver consistent and empathetic service • Drive continuous improvement through feedback loops and customer journey mapping • Work across functional business pillars and contribute ideas in an entrepreneurial, high-growth environment

🎯 Requisitos

• Have a broad business skill set including stakeholder management, problem-solving, and resilience • Experience in gathering, validating, synthesizing, documenting, and communicating data and information for a range of audiences • Excellent interpersonal skills and strong written and verbal communication skills in Polish (C2 proficiency) and English (C2 proficiency) • Project-related mobility/willingness to travel • Lead the strategy and operations of customer contact channels (phone, email, chat, social media) • Collaborate with IT and business teams to implement contact center technologies and automation • Translate business requirements into functional designs and support customizing of SAP customer interaction processes • Analyze customer interaction data to identify trends, pain points, and improvement opportunities • Advise Product Owners on feasibility, complexity, and business value of customer-facing user stories • Develop and monitor KPIs for service quality, response time, and customer satisfaction • Manage vendor relationships and ensure SLA compliance • Train and support contact center teams to deliver consistent and empathetic service • Drive continuous improvement through feedback loops and customer journey mapping • 5+ years of experience in customer service or contact center management • Strong understanding of omnichannel customer engagement strategies • Experience with CRM platforms, ticketing systems, and contact center technologies • Experience with SAP IS-U/UC4G and customer engagement modules in utilities environments • Strong understanding of customer service processes in the energy sector (Strom/Gas), including regulatory compliance • Proven ability to lead teams and manage cross-functional projects • Excellent analytical and communication skills • Preferred: Experience in regulated sectors • Preferred: Familiarity with AI-driven customer service tools (e.g., chatbots, sentiment analysis) • Preferred: Certification in customer experience (e.g., CCXP) or contact center management • Preferred: Experience with digital transformation or service design projects

🏖️ Benefícios

• Industry-leading compensation and benefits • Top training and development opportunities • Dedicated training and career paths • Inclusive and entrepreneurial culture • Recognition as a top employer by Financial Times, Forbes, Top Employers Institute, and Management Consulting Magazine