Team Manager

1 week ago


Kolkata, West Bengal, India Capgemini Full time

Job Description

  • Lead the operations engagement of the Contact center in collaboration with the engagement director across various locations.
  • Experience in managing Customer service operations and Transformation for international clients.
  • Prior involvement in serving Healthcare and Pharma clients globally.
  • Define operational strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses; assess state-of-the-art technologies.
  • Offer guidance and collaborate with cross-functional teams on projects.
  • Initiate transformation efforts for operational enhancement.
  • Introduce thought leadership perspectives and develop new service offerings to set us apart in the market.
  • Familiarity with the latest Technology trends and practical exposure to them.
  • Proficiency in creating and delivering client presentations as part of client interactions.

Primary Skills

  • Strong Communication & Customer Service Skills
  • Minimum 9+ years of international contact center experience
  • Experience in managing teams consisting of 25-30 associates and overseeing their performance.
  • Good technical acumen, troubleshooting skills, proficient in Excel and other MS Office tools.
  • Past digital/call center experience is a plus.
  • Knowledge of Microsoft Office applications.
  • Excellent written and oral communication, listening, and comprehension skills.
  • Effective time management and organizational skills.
  • Outstanding customer service capabilities, adept at calming customer frustrations.
  • Strong problem-solving skills, can work independently and objectively.
  • Committed to enhancing customer experiences, skilled at building and maintaining relationships.
  • Team-oriented and self-driven.
  • Ability to juggle multiple tasks and interactions, adept at prioritizing requests and concerns.

Secondary Skills

  • Sound decision-making abilities.
  • Adaptability to rapid changes effectively.
  • This role involves remote work, hence requiring a secure workspace and reliable internet connectivity.


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