Team Manager-Contact Center

Your Role

The 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 in

• Lead 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 Profile

• 08-10 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.