Operation Manager – Customer Service I 11 To 13 Years I Kolkata

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.

Job Description

• Should have 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 adhere to established policies, procedures, and compliance which result in a satisfactory audit rating
• 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 and sign a service agreement as per company norms
• Ability to work in flexible work schedule, including holidays & weekends.

Primary Skills

• 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.
• All prospective employees must pass a thorough background check prior to joining and reference checks prior to offer.
• Customer Service Associate/Customer Care Representative

Secondary Skills

Active Listening

Adaptability

Problem Solving

Stakeholder Management

Teamwork

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 fuelled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.