Customer Contact Manager

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September 23

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Infosys

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Enterprise • Consulting • Artificial Intelligence

Infosys is a global leader in next-generation digital services and consulting, providing a wide range of solutions to enterprises across various industries. With expertise in AI, cloud computing, application development, and business process management, Infosys drives digital transformation for its clients, helping them navigate their digital journey with innovative offerings. The company collaborates with numerous partners to enhance business operations and has a significant presence in over 56 countries. It also focuses on developing new-age solutions in areas like blockchain, IoT, and generative AI to deliver value to businesses worldwide.

10,000+ employees

Founded 1981

🏢 Enterprise

🤖 Artificial Intelligence

💰 $200M Post-IPO Equity on 2008-07

📋 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

🎯 Requirements

• 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

🏖️ Benefits

• 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