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Capgemini
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Operations Manager

Operations Manager

Capgemini

12 - 16 years

0 Lacs

kolkata west bengal

Posted:1 day ago| Platform: Shine logo

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Skills Required

contact center operations transformation qa ites bpo kpo customer service operations

Work Mode

On-site

Job Type

Full Time

Job Description

You will be joining Capgemini, a company that empowers you to shape your career according to your preferences. You will have the support and inspiration of a collaborative community of colleagues worldwide, allowing you to reimagine what is possible and help leading organizations unlock the value of technology to build a more sustainable and inclusive world. **Role Overview:** - You should have 12-14 years of experience in contact center operations. - Your primary responsibility will be to handle daily tasks through various forms and mediums of communication, including written, verbal, or phone. - Prior experience in Contact Center transformation is essential for this role. - You must ensure meeting quality, productivity targets, and defined timelines to adhere to Service Level Agreements (SLAs) and prevent penalties due to SLA misses. - Accuracy in completing tasks and demonstrating analytical capabilities are crucial. - Adherence to established policies, procedures, and compliance is necessary to achieve a satisfactory audit rating. - Knowledge of ITES/BPO/KPO/Customer Service/Operations is required. **Key Responsibilities:** - Transformation and QA skills in Contact center operations. - Proficiency in the English language with exposure to the business domain is an added advantage. - Willingness to work in a 24/7 environment and sign a service agreement per company norms. - Ability to work in a flexible schedule, including holidays and weekends. **Qualifications Required:** - 12-14 years of experience in contact center operations. - Prior experience in Contact Center transformation. - Knowledge of ITES/BPO/KPO/Customer Service/Operations. - Strong analytical capabilities and adherence to policies and procedures. - Proficiency in the English language and willingness to work in a 24/7 environment. Capgemini is a global business and technology transformation partner with a diverse team of 340,000 members in over 50 countries. With a strong heritage of over 55 years, Capgemini helps organizations accelerate their digital and sustainable transition, delivering end-to-end services and solutions leveraging AI, cloud, and data capabilities. The company reported global revenues of 22.5 billion in 2023.,

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Operations Manager