Team Manager

Job Description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Your Role:

- Responsible for working with business/product owner and gathering requirements
- Define HOOs, Skills, IVR prompts, priorities and other configuration details
- Define requirements around WFM and QM
- Consolidate and simplify IVR flows by optimizing flows
- Define best practices for prompts for chat and self-service
- Creating stories and sub tasks in Jira, attach documentation to stories
- Obtain approvals from product owners in timely manner
- Work with offshore developers and get requirements built
- Conduct workshops and present demos of work completed, gather feedback and update stories
- Work with SMEs and architects to document dependencies
- Work closely with the internal teams to understand current needs, identify the desired process models and solution architecture
- Lead, facilitate and provide business expertise
- Contribute to project plans, to obtain approval for detailed plans and resource estimates
- Present weekly status reports to leadership

Your Profile:

- 5+ years of experience in leading CCaaS platform such as Genesys, Amazon connect, NICE or Avaya and CAI solution such as Kore.ai, Google CCAI
- 2+ years of extensive hands-on experience on WFM, Reports, Dashboards, Service center SLAs
- Knowledge of Jira and Scrum
- Must have overview of integrations such as I/P output parameters, real time/batch integrations etc. Good understanding of SDLC
- Nice to have o Hands on development experience on any leading service centre platform.
- Bachelor's degree in technology field and preferably MBA as well.

WHAT YOU'LL LOVE ABOUT WORKING HERE

- You can shape yourcareer with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders.
- You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.
- You will have theopportunity to learn on one of the industry's largest digital learning platforms, with access to 250,000+ courses and numerous certifications.
- We're committed to ensuring that people of all backgrounds feel encouraged and have a sense of belonging to Capgemini. You are valued for who you are, and you canbring your original self to work.
- Every Monday, kick off the week with a musical performance by our in-house band - The Rubber Band. Also get to participate in internalsports events, yoga challenges, or marathons.
- At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or createsolutions to overcome societal and environmental challenges.

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.