Contact Center Manager

Job Description:

Process Lead

Location for this position is Atlanta, GA. (Hybrid)

Infosys McCamish – Process Lead

As a Process Lead, you will monitor incoming work requests for instruction accuracy and completeness and be responsible for working with the client to supplement or clarify incomplete or ambiguous requests. You will be intensely involved in facilitating new processes and procedures, working with immediate supervisor/manager in defining workflow that will ensure efficient and accurate processing of the business associated with the assigned team. You will assist in integrating these new processes into existing operations. You are or will become a Subject Matter Expert to the processes and procedures, client products, policy administration and recordkeeping systems, and any other ancillary systems.

You will train new team members in operational functions including client specific procedures, service level agreements, the use of internal systems and client specific tools. You will track and report productivity service measurements to immediate supervisor/manager regularly to improve team and individual effectiveness. You will assist in monthly Metrics Reporting for volume and accuracy of work performed in the group, as well as documenting client specific processes and procedures.

Responsibilities:

· Monitors incoming work requests for instruction accuracy and completeness

· Responsible for working with the client to supplement or clarify incomplete or ambiguous requests

· Monitors workflow and deliverable dates to ensure compliance with client service standards

· Performs quality control review of processed work and client deliverables.

· Track audit results to improve individual performance and to develop system enhancements

· Is or becomes a Subject Matter Expert to the processes and procedures, client products, policy administration and recordkeeping systems, all systems required for the role and any other ancillary systems.

· Train new team members in operational functions including client specific procedures, service level agreements, the use of internal systems and client specific tools.

· Facilitates new processes and procedures, working with immediate supervisor/manager in defining workflow that will ensure efficient and accurate processing of the business associated with the assigned team. Assists in integrating these new processes into existing operations.

· Track and report productivity service measurements to immediate supervisor/manager regularly to improve team and individual effectiveness.

· Assists in documenting client specific processes and procedures.

· Assists in monthly Metrics Reporting for volume and accuracy of work performed in the group.

· Any additional tasks as needed or requested

· Willing to get cross skilled and manage items for multiple businesses as and when needed.

· Support in the resolution of escalations/complaints and interface with customers/ producers to clarify issues in order to ensure issues are fixed in a timely manner and with adherence to SLA

· Ensure working production on a day-to-day basis

Skills required:

· Excellent prioritization skills to ensure critical items are worked well with production

· Excellent team player

· Great at collaborating across all teams

· Excellent understanding of system tools, especially Microsoft suite and ability to learn/trouble shoot basic system issues is a must.

· Proactiveness

Qualifications:

Basic:

· Bachelor’s degree or foreign equivalent required from an accredited institution.

· At least 3 years of relevant work experience in BPO sector, working on data.

· Spanish speaking and reading are a required skillset

Preferred:

· Strong understanding of Advisor / Client relationships

· Two (2) years in a client facing role or as a lead

· Insurance and / or financial industry knowledge

· Experience in the Financial Services sector working with data or trade processing

· Analytical skills

· Good understanding of McCamish Systems’ functionality and service offerings

· Project management skills

Note:

1. Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa (H1B or otherwise).

2. The job entails sitting as well as working at a computer for extended period of time. Should be able to communicate by telephone, email or face to face.

About Us

Infosys McCamish Systems, (http://www.infosysbpm.com/mccamish) located in Atlanta, Georgia, is the Life Insurance and Retirement Services subsidiary of Infosys BPM Limited. (www.infosysbpm.com) Infosys McCamish was started in 1985 as a virtual insurance company and went to market as a commercial services provider in 1995.It has an outstanding business perspective and an exemplary track record that no other outsourcer of business solutions can claim – generating US$16 billions of recurring premium in less than five years as a virtual insurance company. Infosys McCamish has expert technology and outsourcing credentials, along with a proven business model for re-engineering systems and performing back-office services at a reduced cost, while reinforcing accuracy, speed and security. Seven of the top ten US insurers are among Infosys McCamish’s many BPM clients. Infosys McCamish has its operations spread across Atlanta GA and Des Moines IA in USA.

U.S. citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/a

Job Type: Full-time

Pay: $55.00 - $60.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Commute:

• Atlanta, GA 30339 (Required)

Ability to Relocate:

• Atlanta, GA 30339: Relocate before starting work (Preferred)

Work Location: In person

Salary : $55 - $60