KOLKATA · FULLTIME
Team leader_Customer Support Centre
Capgemini
Kolkata · onsite · Posted 12d ago
Sourced from
Undisclosed2–6 yrsfulltimeKolkata
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Section · 01
About this role
Your Role
The Team Lead at B2 grade will be responsible for supervising a team of customer support representatives, ensuring efficient handling of customer inquiries, maintaining service quality, meeting operational targets, and supporting team development. The role requires strong people management capability, excellent communication skills, and C1-level language proficiency to manage high-quality customer interactions and stakeholder communication.
In this role you will play a key role in:
- Lead, supervise, and motivate a team of customer support representatives to achieve service-level, quality, productivity, and customer satisfaction targets.
- Monitor daily operations, manage workloads, allocate tasks, and ensure timely resolution of customer inquiries and escalations.
- Provide coaching, feedback, and performance support to team members through regular one-to-one discussions, call/chat/email quality reviews, and development plans.
- Handle complex or escalated customer issues professionally, ensuring accurate resolution while maintaining a positive customer experience.
- Track and review key performance indicators such as response time, resolution rate, quality score, customer satisfaction, attendance, and productivity.
- Ensure adherence to process guidelines, compliance requirements, communication standards, and company policies.
- Identify process gaps, recurring customer issues, and improvement opportunities, and share actionable recommendations with management.
- Support new hire onboarding, process training, refresher sessions, and knowledge transfer within the team.
- Collaborate with internal stakeholders, support teams, and management to resolve operational issues and improve service delivery.
- Prepare and share team performance updates, operational reports, and action plans as required.
YOUR PROFILE
- Graduate in any discipline; additional certification in customer service, communication, quality, or people management will be an advantage.
- Relevant experience in a customer support, contact centre, or service operations environment.
- Prior experience in a team lead, senior representative, SME, quality support, or supervisory role is preferred.
- Proven ability to manage team performance, coach representatives, and drive operational results.
- C1-level language proficiency, with strong verbal and written communication skills for customer handling, escalation management, and stakeholder interaction.
- Strong leadership, coaching, and people management skills.
- Excellent customer focus and ability to manage sensitive or escalated customer situations.
- High level of language accuracy, fluency, comprehension, and professional business communication.
- Good analytical ability to review performance data and identify improvement areas.
- Effective problem-solving, decision-making, and conflict-resolution skills.
- Ability to work in a fast-paced support environment while maintaining quality and compliance standards.
- Working knowledge of contact centre tools, CRM systems, reporting dashboards, and Microsoft Office applications.
- Ability to collaborate with cross-functional teams and communicate clearly with internal stakeholders.
- Achievement of service-level agreements and turnaround-time targets.
- Improvement in team quality scores, productivity, and customer satisfaction results.
- Timely and effective resolution of escalations and customer complaints.
- Consistent adherence to process, compliance, and communication standards.
- Team engagement, attendance, coaching completion, and performance improvement outcomes.
WHAT YOU'LL LOVE ABOUT WORKING HERE
- You will have the on one of the industry's largest digital learning platforms, with access to 250,000+ courses and numerous certifications.
- Were committed to ensure that people of all backgrounds feel encouraged and have a sense of belonging at Capgemini. .
For this role, the gross annual starting base salary is [X] [currency] (full-time). This covers base pay only; any bonuses, incentives, and benefits will be discussed later in the recruitment process. Candidates with additional experience or qualifications may receive a higher offer, determined by objective, gender-neutral criteria and consistent with our pay principles. If a collective labour agreement applies, we will explain the relevant pay terms at the interview stage. Note: We never ask for your current or previous salary during our hiring process.
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Section · 02
Skills
Customer ServiceCustomer Experiencecustomer satisfactionCustomer Supportcrmdaily operationsmicrosoft officecrm systemsCustomer HandlingCustomer ComplaintsOnboardingCommunication SkillscomplianceEscalation Management
Section · Company
About Capgemini
Capgemini
IT Services & Consulting
235k+
employees
1967
59 years old
Mumbai, Maharashtra
India
About
Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value.
Industries
IT Services & ConsultingAnalytics & KPOBankingSoftware Product
Employee ratings
53,345 reviews
3.6/ 5
Culture
3.6
Career growth
2.8
Work-life
3.8
Employees rate it well for
Work Life Balance7494Salary7201Work Culture5032Appraisal4419Senior Management3872
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