Job Description

Job Description

Assistant Manager-Procurement Customer Service

Tempe, Az - Hybrid

As Assistant Manager, you will manage teams, ensure process compliance, resolution of escalation, knowledge management compliance with the objective to sustain delivery predictability and meet client and internal commitments on a continuous basis for the specific processes under purview and written guidelines, policies, and norms of Infosys BPM.

Role Responsibilities:

• Daily Operations: Oversee the day-to-day activities of the customer support team, ensuring efficient handling of inquiries, timely responses, and adherence to company protocols.
• Performance Monitoring and KRA Achievement: Ensure the team meets their Key Responsibility Areas (KRAs) by regularly monitoring performance metrics and providing guidance to team members as needed.
• Coaching and Development: Provide ongoing support, training, and feedback to team members to enhance their customer service skills and career growth.
• Quality Assurance: Review calls, emails, and other interactions to ensure high-quality customer service that aligns with company standards and provide feedback to maintain and improve quality.
• Attendance and Schedule Management: Track team attendance, manage schedules to ensure adequate coverage, and address any attendance-related issues.
• Escalation Handling: Serve as the point of contact for escalated issues, ensuring timely resolution and effective communication with customers and stakeholders.
• KPI and SLA Compliance: Ensure the team meets Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) by monitoring metrics like response times, customer satisfaction scores, and resolution rates.
• Process Improvement: Identify areas for operational improvement within the team’s workflows and collaborate with management to implement effective changes.
• Reporting and Data Analysis: Generate and analyze reports on team performance, customer feedback, and other key metrics, presenting insights to management to guide decisions.
• Team Morale and Engagement: Foster a positive work environment, encouraging collaboration and recognizing team achievements to maintain high morale.

Qualifications

Basic:

• High School Diploma or GED Equivalent
• 4 years of experience relating to the job description

Preferred:

• Leadership experience in a customer Service role
• Strong Collaboration skills working with cross-functional teams and departments
• Strong customer focus

Note: 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).

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

Who we are:

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 44 delivery centers in 16 countries spread across 5 continents, with 59,443 employees from 108 nationalities, as of March, 2025.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.

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