Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group 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. Today, it is a multicultural company of 270,000 team members in almost 50 countries. With Altran, the Group reported 2019 combined revenues of €17billion.
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
Objective of the role:
The Digital Contact Center (DCC) Practice within Capgemini’s BPO business is a specialist practise that helps client’s service their internal and external customers efficiently, enhance customer experience and deliver superior quality services by leveraging Capgemini Digital technologies. Our services help clients meet dynamic business needs and focus on strategy.
As one of the biggest consulting, technology and outsourcing companies globally, we are looking to further grow our DCC capability to meet current Client needs and provide innovative solutions to our growing client base that have significant challenges.
Responsibilities of the Role
Our DCC team is broad based with experience in servicing different kinds of customers, including employees and external customers, managing their queries and ensuring that we improve the overall experience throughout the process.
The type of work that you might get involved in will vary according to your grade level from:
•Working with sales teams to develop and deliver solutions by responding to client RFI/RFP
•Assisting the client organisation in rebalancing their workforce size and skill set in line with changing business demands
•Contribute to improving the Knowledge Management Strategy for clients
•Manage Performance of teams and identify performance improvement plans when required
•Develop both thought leadership points of view and new service offerings to differentiate us in the marketplace
•Should have done commercial modelling and Sizing
•Should have good understanding of the latest Technology trends in the market and should have worked on the same
•Work closely with Capgemini’s teams like Knowledge Management, Quality Assurance, Learning, Workforce Management (WFM) and Reporting & Analytics to holistically help clients realise their outsourcing objectives.
We are looking for high calibre and highly passionate individuals with strong domain experience who can work individually with little supervision. You need to have the following skills:
•Should have worked in solutioning for contact centre for third party.
•Exceptional customer management & Employee/Customer query resolution skills
•Cross domain experience includes Insurance & Financial Services, Manufacturing, Media & Entertainment and Technology based companies.
•Experience in handling different kinds of Contact Center process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
•Experience in working on leading service desk platforms like ServiceNow, Zendesk, Jira etc.
•Experience in working on integrated contact center environment consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality.
•Process Improvement including methodologies such as Lean; Six Sigma.