Infosys
Hartford, CT
Job Description: In this role, you will manage a team of executives in customer service operations. Main objective of the role will be to supervise the day-to-day delivery and performance of the team. Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints. Responsibilities: Effectively manage teams including tasks such as resource planning, career planning, performance management, attrition management etc. Coach and help develop team members; help bridge knowledge gaps and overcome skill and will issues Partner with other functional areas within (Sales, Business Care Managers, NBSC Voice representatives, etc.) to ensure Customer satisfaction; provide Customer care support for other areas of Client that are working with Customers Handle User/customer escalations and formulate actions to resolve any concerns and ownership till resolution Regularly formulate and execute internal and external governance...