048844-Call Center Team 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 over 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.




Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.



This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.




Click the following link for more information on your rights as an Applicant – http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Skillset required:Roles and Responsibilities: � Good People Management skills to manage large teams of voice resources� Should be able to manage customer escalations� Should be able to do RCA implementation� Should be able to manage Customer Weekly/Monthly reviews� Meeting and exceeding the customer service level agreements� Should be able to manage team issues and provide resolutions� Experience of Health insurance domain will be preferred� Should have relevant experience in Out Bound calling� Should be flexible to work in longer shifts� Develop best practices and tools for project execution and management� Identify process improvements and procedural challenges, recommending appropriate solutions� Track project milestones and deliverables� Coach, mentor, motivate and supervise team members, and influence them to take positive, proactive action and accountability for their role
Primary Skills� Ability to define problems collect data, establish facts, and draw valid conclusions� Word, Excel, Email, Windows, PowerPoint, Client Systems� Effectively present information and respond to questions from groups of managers, clients, customers, and general public.� Organizational and Time Management Skills� Mediation and Management Sills � Good leadership skills are necessary� Ability to review and calculate data� Excellent verbal and written communication skillsSecondary Skills� Minimum 3-4 years of experience Preferably with back office operations as Supervisor role� Healthcare domain knowledge will be an added advantage� Work and manage others in their work on accounts

If Interested kindly share your resume to raghu.varun@capgemini.com
Candidates should be flexible / willing to work across this delivery landscape which includes and not limited to Agile Applications Development, Support and Deployment.



Posted on:

May 13, 2020

Experience level:

Experienced (Non Manager)

Education level:

Bachelor's Degree (�16 years)

Contract type: