Greetings from Infosys BPM
We are hiring for a Domain Consultant - Customer Service
Please use below link to apply and register your application
https://career.infosys.com/jobdescjobReferenceCode=PROGEN-EXTERNAL-244035
Job Description:
Job Role: Domain Consultant - Customer Service
Job Location: Bangalore/Pune
Experience: 7+ yrs
About the Role
An expert in customer support and contact centers, you understand the ins and outs of customer support organizations what drives call volume, how to unlock and deliver customer value and think about customer support in a digital, self-service manner and you're ready to apply your knowledge to help clients optimize and transform their customer service solutions.
You've led a customer support transformation project previously and experimented with how GenAI can impact your business and understand large scale technology delivery. Additionally, you are familiar with the selling processes, and you've pitched proposals with business cases and solutions to help solve problems.
Responsibility
- Evaluate clients current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address their unique needs and business goals
- Define business cases, business and implementation roadmaps, and execute solutions
- Lead delivery teams to redesign clients organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences
- Collaborate with visual designers and analytic teams to generate insights and deliver customer centric, insight driven solutions
- Advise clients on ways to measure and improve their customer-centric metrics
- Lead change-management initiatives that drive adoption, ease implementation, and position clients customer-service solutions for ongoing success
- Establish relationships with client stakeholders and build long-term partnerships for Infosys BPM
- Identify opportunities and drive business development efforts to build the Infosys BPM Consulting practice
- Manage and coach junior team members, and continue to grow your own expertise
- Contribute to perspectives and thought leadership to help Infosys BPM maintain its thought-leadership position
Qualifications
- A minimum of five (5) years of management consulting experience with heavy focus working in customer service, customer support, contact center environment or digital customer field including:
- Solutioning and selling new ideas and proposals
- Incorporating experience in design and analytics into customer service, and support processes
- 3+ years of experience working with Customer service platform technologies (such as Salesforce, Dynamics, Amazon Connect, Genesys, NICE etc.)
- 1+ years of experience working with Artificial intelligence and front-end digital platforms
- 3+ years of deep functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management
Must Have
- Experience in evaluating benchmark data (e. g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing
- Experience in conducting analysis against benchmarks, producing digital transformation recommendations, and performing implementations as a result of analysis and recommendations
- Have hands-on experience with artificial intelligence, GenAI and conversational design
Thanks & Regards,
Infosys BPM Recruitment Team
