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Customer Contact Manager

1 month, 3 weeks ago
Poland
Full-time
Senior
Program Manager
Project and Program Management
SAP
Apply Now
Infosys

Infosys

Infosys specializes in providing comprehensive consulting and IT services that facilitate digital transformation for clients across various industries, leveraging advanced technologies and innovative solutions to enhance business processes and drive me...

Internet Software & Services
100K+
Founded 1981
View All Jobs 52

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 customer touchpoints.
  • Lead the strategy and operations of customer contact channels, including phone, email, chat, and social media.
  • Collaborate with IT and business teams to implement contact center technologies and automation.
  • Translate business requirements into functional designs and support customization 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.

Requirements

  • 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.
  • 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 German (C2 proficiency) and English (C2 proficiency), with project-related mobility and willingness to travel.
  • Experience in regulated sectors (preferred).
  • Familiarity with AI-driven customer service tools such as chatbots and sentiment analysis (preferred).
  • Certification in customer experience, such as CCXP, or contact center management (preferred).
  • Experience with digital transformation or service design projects (preferred).

Benefits

  • Industry-leading compensation and benefits.
  • Top training and development opportunities.
  • Inclusive and entrepreneurial culture.
  • Global reach and the opportunity to work across sectors and transformation programs.
  • Recognition as one of Europe’s top firms and among Germany’s top employers.
  • Strong cultural diversity and dedicated career paths.

Interested in this position?

Apply directly on the company website

Apply Now

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