[Remote] Customer Contact Manager at Infosys

Candidates must possess a broad business skill set including stakeholder management, problem-solving, and resilience. They should have experience in gathering, validating, synthesizing, documenting, and communicating data for various audiences. Excellent interpersonal skills and strong written and verbal communication skills in Polish (C2 proficiency) and English (C2 proficiency) are required, along with project-related mobility or willingness to travel. The role requires 5+ years of experience in customer service or contact center management, a strong understanding of omnichannel customer engagement strategies, and experience with CRM platforms, ticketing systems, and contact center technologies. Experience with SAP IS-U/UC4G and customer engagement modules in utilities environments, along with a strong understanding of customer service processes in the energy sector (Strom/Gas), including regulatory compliance, is necessary. Proven ability to lead teams and manage cross-functional projects, along with excellent analytical and communication skills, is essential. Preferred qualifications include experience in regulated sectors, familiarity with AI-driven customer service tools, relevant certifications, and experience with digital transformation or service design projects.