Join Capgemini, a global leader in business and technology transformation, and shape your career in a collaborative environment. This role empowers you to reimagine possibilities and build a more sustainable, inclusive world through technology.

As a Team Manager, you will spearhead Chat, Dial Home, Voice, and Web operations for our contact center support, ensuring exceptional customer experiences for product users. Your leadership will focus on supervising customer service representatives, driving operational excellence, upholding process integrity, and identifying avenues for transformation. You will collaborate with delivery teams to enhance productivity, quality, and overall customer satisfaction.

You will play a pivotal role in managing daily operations across Chat, Dial Home, Voice, and Web channels to achieve business, customer, and service delivery goals.

Key responsibilities include supervising representatives in handling customer interactions via written, verbal, and phone channels, ensuring they are well-trained and equipped for success. You will monitor operational metrics such as productivity, quality, and customer satisfaction, implementing corrective actions as needed.

Additionally, you will identify transformation opportunities, drive improvement initiatives, conduct quality assurance reviews, and own process improvement and quality management. Managing client governance, QMS requirements, and audit readiness will also be integral to this role.

We are seeking candidates with 8-10 years of experience in contact center operations, ideally within ITES, BPO, KPO, customer service, or related operational environments. Prior experience in contact center transformation is a mandatory requirement.

This role demands the ability to manage team tasks across multiple communication channels and a strong understanding of SLAs, productivity targets, quality metrics, and penalty avoidance. Proven success in ensuring task accuracy, process adherence, and satisfactory audit outcomes is essential.

Strong analytical skills to interpret operational data, along with working knowledge of QMS, governance practices, and compliance requirements, are expected. Excellent English verbal and written communication skills are vital. Exposure to relevant business domains will be considered an advantage.