047269-Call Center Supervisor/ Lead

About Capgemini

 

 

A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of clients� opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50 year heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. It is a multicultural company of 200,000 team members in more than 40 countries. The Group reported 2018 global revenues of EUR 13.2 billion.

 

Visit us at www.capgemini.com. People matter, results count.

 

  

 

Job Duties and Responsibilities 

? Be in charge of running and managing the call center daily

? Set targets for all other call center agents to meet up with

? Schedule and organize shift patterns for other team members to ensure that customers are never left unattended to

? Understand all organization�s products, services, procedures and guidelines and communicate same to all team members

? Monitor all calls to ensure that due procedures and quality standards are strictly adhered to

? Facilitate and organize training session for all agents and participate in recruitment of new call center agents

? Recommend and purchase gadgets to enhance job performance at the call center

? Conduct regular review of all call center agents performance and organize training sessions for under performers

? Submit regular reports to management and seek new ideas and strategies to improve performance at the center

? Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times

? Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.

Requirements � Knowledge, Skills, and Abilities for the Call Center Team Leader Position

The team leader at a call center would be expected to possess the following skills, knowledge and requirement:

? Leadership: call center team leaders are in charge of other agents whom they would be expected to direct and control. Therefore, they must have excellent leadership skills and abilities

? Motivation: people work harder when they receive the right amount of motivation so call center team leaders would be expected to know how to devise effective motivational techniques to improve the performance of their team mates

? Coaching and Mentoring: call center team leaders are also expected to be great tutors and excellent mentors to their team members

? Healthcare experience will be an added advantage 

? Hardworking: to be able to encourage their team members to work harder, they must be hard workers themselves

? Goal Setting and Achievement: the team leader would also be in charge of setting goals for others to achieve and therefore, he must be an achiever too

? Multitasking: leaders managing call centers must be able to handle multiple tasks at the same time without errors and mistakes.

� Subject Matter Expert

� Contact Center background is must

*       Strong business sense and healthcare industry preferred

Candidates should be flexible / willing to work across this delivery landscape which includes and not limited to Agile Applications Development, Support and Deployment.

Interested candidates can send their resumes to harish.gotur@capgemini.com

Ref:

047269

Posted on:

January 7, 2020

Experience level:

Experienced (Non Manager)

Education level:

Bachelor's Degree (�16 years)

Contract type:

Regular

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