Team Lead Operations Job In Capgemini
- Capgemini Technology
- 4 to 8 Yrs
- Kolkata
- 10 months ago
- Email to a friend
- Report this job
Job Description
Job Title: Team Leader Operations [Customer Service]
*Salary* - 7 LPA
*Location* : Kolkata
*Shift Timing* - 24/7
*Notice period* - Immediate Joiner to 45 Days
*Experience* - Minimum 1 yrs on Paper experience in TL
*Key Responsibilities:*
*Leadership & Team Management* : Lead, motivate, and guide a team of customer service representatives, ensuring consistent achievement of KPIs and KRAs.
*Operational Excellence* : Ensure the team consistently delivers top-tier customer service and meets performance expectations in complex processes such as claims, fraud, investigations, and complaints.
*Performance Management:* Monitor team performance using Quartile Management and Performance Management techniques, providing actionable insights and addressing performance gaps.
Knowledge of KPIs & KRAs: Drive team performance by analyzing and acting on KPIs (e.g., SLA, FCR, AHT) and KRAs, ensuring targets are met in alignment with company goals.
*NPS Awareness* : Utilize knowledge of Net Promoter Score (NPS) to implement strategies that enhance customer satisfaction and drive positive feedback.
*Handling Complex Queries* : Manage escalated customer queries and complaints, particularly those requiring in-depth investigation or handling of complex cases.
*Training & Developmen* t: Conduct regular coaching and performance reviews, identifying areas for improvement and implementing development plans for team members.
Reporting & Analysis: Prepare and present performance reports to senior management, using data-driven insights to make informed decisions and improve team performance.
*Requirements*
Experience: Minimum 4-6 years of experience in customer service,
*Leadership Experience* : Proven track record of leading teams, with strong expertise in KPIs and KRAs management.
*NPS Knowledge* : Solid understanding of Net Promoter Score (NPS) and how it impacts customer satisfaction and loyalty.
*Performance Management: Familiarity with Quartile Management and experience in managing performance to drive improvements.
Communication Skills: Exceptional communication skills, both verbal and written, with the ability to articulate clearly and lead by example.
*Problem Solving* : Ability to handle complex queries and provide resolutions in a timely and efficient manner.
Customer-Focused: A passion for delivering outstanding customer service and an understanding of the nuances of customer expectations in the industry.
Should have experience in international voice processEmployement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Customer Care Executive (Call Centre)Functional Area: Not SpecifiedRole/Responsibilies: Team Lead Operations Job In CapgeminiContact Details:
Company: Capgemini TechnologyLocation(s): Kolkata
Keyskills: voice process international team lead
Similar positions
Capgemini Technology
Capgemini Technology Services India Limited Capgemini in India is over 85,000 people strong across nine cities (Mumbai, Bangalore, Gurgaon, Noida, Gandhinagar, Hyderabad, Pune, Kolkata and Chennai - Trichy and Salem). A pioneer in the IT industry, Capgemini has over 45 years of global expertise ...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in