Team Manager

4 weeks ago


Kolkata, India Capgemini Full time

Job Description

Lead the Contact centre operations engagement along with engagement director across the geography. Should have done and managed Customer service operation and Transformation for Global clients. Should have prior experience in handling Healthcare and Pharma global clients. Determines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies Provide guidance/working with the cross functional teams in terms of projects. Drive transformation initiatives for the operations. Develop both thought leadership points of view and new service offerings to differentiate us in the marketplace. Should have good understanding of the latest Technology trends in the market and should have worked on the same. Should have experience in creating and deliver packs to the clients as part of the client interaction.

Primary Skills

Strong Communication & Customer Service Skills Minimum 9+ years of international contact center experience Handling a team size of minimum 25-30 associates and their performance management Good technical knowledge and troubleshooting skills, well versed with Excel and other MS Office tools Prior digital/call center experience preferred. Familiarity with Microsoft Office applications. Must possess excellent written and oral communication, listening, and comprehension skills. Must possess effective time management and organizational skills. Stellar customer service skills and the ability to de-escalate customer frustration. Superior problem-solving skills and the ability to work independently and objectively.  Dedication to the customer experience with the ability to build and maintain strong relationships. Team oriented and self-motivated. Strong ability to manage multiple tasks and interactions while prioritizing requests and concerns.

Secondary Skills

Sound decision making. Must be able to effectively adapt to accelerating changes. This is remote work requiring a secure workspace and effective internet connectivity.
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