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Operation Manager - Customer Service

11 - 15 years

0 Lacs

kolkata west bengal

Posted:3 days ago| Platform: Shine logo

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Skills Required

contact center transformation quality productivity ites bpo kpo customer service operations verbal communication written communication adaptability problem solving stakeholder management teamwork analytical capabilities qa skill english language proficiency business domain knowledge grasping powers flexible work schedule active listening

Work Mode

On-site

Job Type

Full Time

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. You should have experience in contact centers and be able to handle daily tasks through various forms and mediums of communication, whether written, verbal, or via phone. Prior experience in Contact Center transformation is essential to succeed in this role. Meeting quality and productivity targets within defined timelines to ensure Service Level Agreements (SLAs) are crucial to avoid penalties due to SLA misses. Accuracy in task completion is a key requirement, and you should demonstrate analytical capabilities in your work. Adherence to established policies, procedures, and compliance is necessary to achieve a satisfactory audit rating. Knowledge of ITES/BPO/KPO/Customer Service/Operations is expected, along with transformation and QA skills in Contact Center operations. Proficiency in the English language is essential, and exposure to the business domain is an added advantage. Excellent grasping abilities to understand various processes, along with strong team player skills and effective verbal and written communication, are important traits for this role. You should be willing to work in a 24/7 environment, adhere to the company's service agreement norms, and have the flexibility to work on holidays and weekends. Commitment, focus, adaptability, and strong numerical skills combined with a positive attitude and attention to detail are required to succeed in this challenging work environment. Seeking feedback for self-improvement, ability to work under high pressure, and passing thorough background and reference checks are part of the job expectations. The primary skills required include Customer Service Associate/Customer Care Representative roles, while secondary skills involve active listening, adaptability, problem-solving, stakeholder management, and teamwork. Capgemini is a global business and technology transformation partner, helping organizations accelerate their transition to a digital and sustainable world. With a diverse team of over 340,000 members in more than 50 countries, Capgemini delivers end-to-end services and solutions leveraging AI, cloud, and data capabilities. With a focus on client needs and industry expertise, Capgemini aims to unlock technology's value and create a positive impact on enterprises and society.,

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