Hiring For Digital Transformation Services - Customer service, Contact

Greeting from Infosys BPM Ltd.,

We are Hiring for Digital Transformation - Customer service, Contact centre & Service desk Domain at Pune & Bangalore

Responsibilities

In this role, you will primarily be responsible for enhancing customer experience in contact centre and service desk operation run by Infosys BPM.

• You will work with the client and the operations team to create a transformation road map which cuts across all transformation levers including process transformation, lean-six sigma, analytics, deployment of chatbots/customer/ vendor portals and other platforms.
• You will project manage transformation initiatives which have been identified as a part of the transformation road map and ensure timely delivery with targeted business outcomes.
• You will actively communicate with client and internal stakeholders, provide status updates on transformation programs, and ensure coordination across all stakeholders.
• Identify and define Digital offerings that can be taken to CS/Service Desk clients
• Present Infosys view‐points in leading industry forums
• Understand specific market dynamics and customize the strategy for the service line
• Drive pursuits starting from understanding clients requirement to working with the internal team to craft winning solutions
• Identify/recruit consultants while mentoring and guiding their career development
• Drive and lead specific white papers/point of view in order to improve the impact in market place

What are we looking for

• Has a Degree in Engineering (preferred)/Any Bachelors Degree and/or MBA with minimum defined grades and a minimum experience of 10 years with at least 5 years in a Customer service consulting environment
• Industry specific expertise in Customer Service Domain – and Digital Transformation Good understanding of Shared Services set up, RPA, Digital Transformation

Knowledge in the areas of (not limited to):

Account Management, Project and Program Management, Technology appreciation, Problem Solving/Consulting frameworks, Process knowledge, Industry Domain expertise, Risk and Compliance, Offering Development, Project and Program Management at Global scale

REGARDS,

INFOSYS BPM - RECRUITMENT TEAM