Team Manager-Contact Center

Capgemini; West Bengal; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Career growth opportunities

Wellness benefits

Extensive learning platform

Inclusive culture

Employee events

Job summary

Capgemini India is seeking a seasoned Team Manager to lead Chat, Dial Home, Voice, and Web operations. You will supervise customer service representatives, coach teams, and ensure adherence to SLAs while driving productivity and quality across channels.

You will partner with delivery teams to identify transformation opportunities, maintain audit readiness, and uphold quality controls within a large global ITES environment.

Qualifications

• 8–10 years of experience in contact center operations or similar environments.
• Mandatory experience in contact center transformation.
• Strong understanding of SLAs, productivity and quality targets.

Responsibilities

• Lead day-to-day Chat, Dial Home, Voice, and Web operations to meet objectives.
• Supervise representatives across written, verbal, and phone-based interactions.
• Monitor metrics and drive improvements; ensure quality and compliance.
• Own process improvements and audit readiness; manage governance and quality controls.

Skills

Team management

Multichannel support

SLA/quality targets

QA/QMS

English proficiency

Job description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.Your RoleThe Team Manager will lead Chat, Dial Home, Voice, and Web operations for contact center support, ensuring high-quality customer experience for users of the company’s products. The role is responsible for supervising customer service representatives, driving operational performance, ensuring process adherence, identifying transformation opportunities, and partnering with delivery teams to improve productivity, quality, and customer satisfaction.In this Role you will Play key role inLead day-to-day Chat, Dial Home, Voice, and Web operations to meet business, customer, and service delivery objectives.Supervise representatives handling customer inquiries through written, verbal, and phone-based communication channels.Ensure representatives are trained, coached, and equipped to manage customer interactions effectively.Monitor operational, productivity, quality, and customer satisfaction metrics and take corrective actions where required.Identify transformation opportunities and drive improvement initiatives in partnership with delivery teams.Conduct quality assurance reviews for customer contacts and ensure consistent adherence to quality standards.Own process improvement and quality management activities across assigned operations.Manage client governance, QMS requirements, quality controls, audit readiness, and compliance expectations.Your Profile08-10 years of experience in contact center operations, preferably across ITES, BPO, KPO, customer service, or operations environments.Prior experience in contact center transformation is mandatory.Ability to manage team tasks across multiple communication channels, including written, verbal, and phone-based interactions.Strong understanding of SLAs, productivity targets, quality targets, timelines, and penalty avoidance through consistent delivery performance.Proven ability to ensure task accuracy, process adherence, and satisfactory audit outcomes.Strong analytical skills with the ability to interpret operational, productivity, quality, and customer satisfaction data.Working knowledge of QMS, governance practices, quality controls, and compliance requirements.Good proficiency in English with strong verbal and written communication skills.Exposure to relevant business domains will be an added advantage.What you will love about Working here•You can shape your career with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders.•You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.•You will have the opportunity to learn on one of the industry's largest digital learning platforms, with access to 250,000+ courses and numerous certifications.•We’re committed to ensure that people of all backgrounds feel encouraged and have a sense of belonging at Capgemini. You are valued for who you are, and you can bring your original self to work .•Every Monday, kick off the week with a musical performance by our in-house band - The Rubber Band. Also get to participate in internal sports events , yoga challenges, or marathons.•At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges .Capgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.Make it real | www.capgemini.com