Process Transformation Consultant
Location : Holborn , London
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.
•Flexible to work in shift (If required only) – 24/7/365 availability, including willingness to work on weekends, and outside of the “standard” work day.
You must have the following in addition to your subject matter expertise:
•Demonstrable track record in contact centre
•Excellent communication skills
•Strong interpersonal skills with high levels of enthusiasm and a good team player
•Drive and commitment to own and deliver outstanding work
•Experience of running projects
•Evidence of thought leadership and innovative thinking
What we’ll offer you
Professional development. Accelerated career progression. An environment that encourages entrepreneurial spirit. It’s all on offer at Capgemini. And although collaboration is at the core of the way we work, we also recognise individual needs with a flexible benefits package you can tailor to suit you.
Why we’re different
At Capgemini, we help organisations across the world become more agile, more competitive and more successful. Smart, tailored, often-groundbreaking technical solutions to complex problems are the norm. But so, too, is a culture that’s as collaborative as it is forward thinking. Working closely with each other, and with our clients, we get under the skin of businesses and to the heart of their goals. You will too.
Capgemini positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender identity, religion or belief,marital status, or pregnancy and maternity. We are committed to hiring, developing and retaining the best people to deliver innovative, world-class solutions for our clients. We foster an inclusive culture that enables everyone to achieve their full potential and enjoy a fulfilling career with us. Our comprehensive flexible benefits package and lifestyle policies enable our employees to balance their individual, family and work-life needs
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.