Contact Center Team Manager

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 350,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.

Role Overview:

• Lead Chat/Dial Home/Voice/Web operations to support customers using the company's products.
• Supervises representatives that are answering customer inquiries. Ensures representatives are properly trained.
• Analyzes and responds to operational, productivity, and/or customer satisfaction data.
• Look at transformation opportunity and drive this along with the delivery team. Should also do a QA for the contacts.
• Responsible for ownership activities of the process improvement and quality management
• Client management with Governance, QMS & Quality controls

Requirements

• Should have 7-10 yrs of experience in contact center.
• Should be able to meet teams daily task handling through various form & medium of communication, written and/or verbal or phone
• Prior Contact Center transformation experience is a must
• Should be able to meet the quality, productivity targets & defined timelines to ensure Service Level Agreements (SLAs) and ensure there is no penalty due to miss in SLA’s.
• Should ensure accuracy in the tasks completed.
• Demonstrate analytical capabilities while performing tasks.
• Should have knowledge on ITES/BPO/KPO/Customer Service /Operations.
• Transformation and QA skill in Contact center operations.
• Good proficiency on English language.
• Exposure to business domain is an added advantage.
• Excellent grasping powers able to understand the various processes.
• Team player with excellent verbal and written communication skill.
• Willing to work in 24/7 environment
• Ability to work in flexible work schedule, including holidays & weekends.

Knowledge, Skills and Abilities:

• Should be committed and focused to succeed under challenging work environment
• Should be able to adapt with the changes in the processes and updates in a dynamic process.
• Strong numerical skills and a positive "Can do" attitude combined with strong attention to detail and an awareness of current market issues.
• Should seek feedback on one’s performance and uses that feedback to grow
• Open for working in high pressure environment.
• Customer Service Associate/Customer Care Representative