Customer Contact Manager

Emploi pas sur LinkedIn

🕒 il y a 11 mois

🇵🇱 Pologne – Télétravail

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

👔 Manager

👻 Score fantôme 48%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Infosys

Site WebLinkedInTous les Emplois

10 000+ employés

Fondée en 1981

🏢 Entreprise

💼 Conseil

🤖 Intelligence artificielle

💰 €200 000 000 Post-IPO Equity en 2008-07

Enterprise • Consulting • Artificial Intelligence

Infosys est un leader mondial des services digitaux de nouvelle génération et du conseil, dédié à accompagner les entreprises du monde entier dans leur transformation digitale. L’entreprise s’appuie sur des outils digitaux, notamment l’AI, les services cloud et la cybersécurité, pour optimiser les opérations de ses clients dans de nombreux secteurs, tels que la finance, la santé et l’automobile. Animée par la mission d’amplifier le potentiel humain et de créer des opportunités pour les personnes, les entreprises et les communautés, Infosys collabore avec les organisations pour innover et moderniser leurs environnements IT, améliorer la performance et atteindre une croissance durable. Reconnue pour ses offres AI-first, Infosys donne aux entreprises les moyens d’agir grâce à des solutions agiles intégrant la data analytics, la blockchain et l’IoT pour accélérer la transformation.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

• 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