Domain Consultant - Customer Service

Role Overview:

As a Domain Consultant - Customer Service at Infosys BPM, you will be an expert in customer support and contact centers. Your role will involve understanding customer support organizations, driving call volume, delivering customer value, and transforming customer service solutions. You will lead customer support transformation projects, leverage technology delivery at scale, and pitch proposals with business cases to solve problems effectively.

Key Responsibilities:

• Evaluate clients' current customer service offerings, identify gaps, shape vision, provide recommendations, and propose strategic solutions tailored to their unique needs and business goals.
• Define business cases, business and implementation roadmaps, and execute solutions to optimize customer service experiences.
• Lead delivery teams in redesigning clients' organizational structure, processes, and technology capabilities for optimal customer service delivery.
• Collaborate with visual designers and analytic teams to generate insights and deliver customer-centric, insight-driven solutions.
• Advise clients on measuring and improving customer-centric metrics, driving change management initiatives, and building long-term partnerships for Infosys BPM.
• Identify opportunities for business development efforts and drive the growth of the Infosys BPM Consulting practice.
• Manage and coach junior team members, continuously grow your expertise, contribute to perspectives, and maintain thought leadership to uphold Infosys BPM's position in the industry.

Qualifications

• Minimum of five (5) years of management consulting experience with a focus on customer service, customer support, contact center environment, or digital customer field.
• Experience in solutioning and selling new ideas, incorporating design and analytics into customer service processes, and working with customer service platform technologies.
• Deep functional knowledge in customer service transformation, customer service experience design, process implementation, contact forecasting, workforce management, quality management, IVR design, digital customer service technology platforms, reporting metrics, and supplier management.
• Hands-on experience with artificial intelligence, GenAI, conversational design, and conducting benchmark data analysis for digital transformation recommendations.

(Note: Additional details about the company were not provided in the job description.) Role Overview:

As a Domain Consultant - Customer Service at Infosys BPM, you will be an expert in customer support and contact centers. Your role will involve understanding customer support organizations, driving call volume, delivering customer value, and transforming customer service solutions. You will lead customer support transformation projects, leverage technology delivery at scale, and pitch proposals with business cases to solve problems effectively.

Key Responsibilities:

• Evaluate clients' current customer service offerings, identify gaps, shape vision, provide recommendations, and propose strategic solutions tailored to their unique needs and business goals.
• Define business cases, business and implementation roadmaps, and execute solutions to optimize customer service experiences.
• Lead delivery teams in redesigning clients' organizational structure, processes, and technology capabilities for optimal customer service delivery.
• Collaborate with visual designers and analytic teams to generate insights and deliver customer-centric, insight-driven solutions.
• Advise clients on measuring and improving customer-centric metrics, driving change management initiatives, and building long-term partnerships for Infosys BPM.
• Identify opportunities for business development efforts and drive the growth of the Infosys BPM Consulting practice.
• Manage and coach junior team members, continuously grow your expertise, contribute to perspectives, and maintain thought leadership to uphold Infosys BPM's position in the industry.

Qualifications

• Minimum of five (5) years of management consulting experience with a focus on customer service, customer support, contact center environment, or digital customer field.
• Experience in solutioning and selling new ideas, incorporating design and analytics into customer service processes, and working with customer service platform technologies.
• Deep functional knowledge in customer service transformation, customer service experience design, process implementation, contact forecasting, workforce management, quality management, IVR design, digital customer service technology platforms, reporting metrics, and supplier management.
• Hands-on experience with artificial intelligence, GenAI, conversational design, and conducting benchmark data analysis for digital transformation recommendations.

(Note: Additional details about the company were not provided in the job description.)