KOLKATA · FULLTIME
Team Manager-Contact Center
Capgemini
Kolkata · onsite · Posted 12d ago
Sourced from
Undisclosed8–10 yrsfulltimeKolkata
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Section · 01
About this role
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way youd like, where youll be supported and inspired bya collaborative community of colleagues around the world, and where youll be able to reimagine whats possible. Join us and help the worlds leading organizations
Your Role
The Team Manager will lead Chat, Dial Home, Voice, and Web operations for contact center support, ensuring high-quality customer experience for users of the companys products. The role is responsible for supervising customer service representatives, driving operational performance, ensuring process adherence, identifying transformation opportunities, and partnering with delivery teams to improve productivity, quality, and customer satisfaction.
In this Role you will Play key role in
- Lead day-to-day Chat, Dial Home, Voice, and Web operations to meet business, customer, and service delivery objectives.
- Supervise representatives handling customer inquiries through written, verbal, and phone-based communication channels.
- Ensure representatives are trained, coached, and equipped to manage customer interactions effectively.
- Monitor operational, productivity, quality, and customer satisfaction metrics and take corrective actions where required.
- Identify transformation opportunities and drive improvement initiatives in partnership with delivery teams.
- Conduct quality assurance reviews for customer contacts and ensure consistent adherence to quality standards.
- Own process improvement and quality management activities across assigned operations.
- Manage client governance, QMS requirements, quality controls, audit readiness, and compliance expectations.
Your Profile
- 08-10 years of experience in contact center operations, preferably across ITES, BPO, KPO, customer service, or operations environments.
- Prior experience in contact center transformation is mandatory.
- Ability to manage team tasks across multiple communication channels, including written, verbal, and phone-based interactions.
- Strong understanding of SLAs, productivity targets, quality targets, timelines, and penalty avoidance through consistent delivery performance.
- Proven ability to ensure task accuracy, process adherence, and satisfactory audit outcomes.
- Strong analytical skills with the ability to interpret operational, productivity, quality, and customer satisfaction data.
- Working knowledge of QMS, governance practices, quality controls, and compliance requirements.
- Good proficiency in English with strong verbal and written communication skills.
- Exposure to relevant business domains will be an added advantage.
What you will love about Working here
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Section · 02
Skills
Customer ServiceCustomer Experiencecustomer satisfactionanalytical thinkingservice deliverycontact centerITESProcess ImprovementQuality AssuranceKPOCommunication Skillsoperationsbpocompliancequality 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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