Deskripsi Pekerjaan
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided every day by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 50-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to managing operations.
We are currently seeking a talented and motivated Contact Center Process Associate to join our dynamic Business Process Outsourcing (BPO) team in Manila City, Metro Manila. This is more than just a standard process role; you will be empowered to act as a Business Advisor, directly shaping the vision and strategy with our prestigious clients. Your core responsibility will be to deeply understand the needs of users and stakeholders, carry out a thorough elicitation of business requirements, and translate these insights into streamlined, effective processes that power exceptional customer experiences and operational excellence.
In this role, you will serve as the crucial link between business strategy and operational execution. You will analyze contact center data, identify process gaps, and recommend transformative improvements. Your work will directly contribute to our clients' ability to deliver superior service and achieve their business goals. We are looking for a highly analytical individual with excellent communication skills and a passion for solving complex business problems.
If you are eager to build a career in consulting and process management with a global leader, this is the perfect opportunity for you. Capgemini offers a competitive compensation package, comprehensive benefits, and a clear career progression path. We invest in our people through extensive training, mentoring, and exposure to global teams. Join us and apply your skills to make a tangible impact. Apply today!
Tanggung Jawab
- Act as a Business Advisor, shaping the vision and strategy with clients to drive business value through optimized contact center processes.
- Understand the complex needs of users and stakeholders, performing detailed requirements elicitation and documentation.
- Analyze operational data (AHT, CSAT, FCR) to identify trends, bottlenecks, and opportunities for process improvement.
- Develop and maintain comprehensive process documentation, including standard operating procedures (SOPs), process flows, and user guides.
- Collaborate with cross-functional teams (QA, Training, IT) to ensure the successful implementation of process changes and new systems.
- Prepare and present insightful performance reports and strategic recommendations to management and clients.
- Support the design, testing, and rollout of new contact center systems, tools, and technologies.
- Participate in continuous improvement initiatives (Lean, Six Sigma) to enhance operational efficiency and reduce costs.
Kualifikasi
- Bachelor's Degree in Business Administration, Information Technology, Industrial Engineering, or a related field.
- Proven experience in business analysis, process improvement, or a similar role within a BPO or contact center environment.
- Excellent analytical and problem-solving skills with the ability to interpret complex datasets and provide actionable insights.
- Strong communication and stakeholder management skills, with the ability to influence at various levels of the organization.
- Proficiency in process mapping tools (e.g., Visio, Lucidchart) and the Microsoft Office Suite (Excel, PowerPoint, Word).
- Knowledge of contact center technologies (CRM, IVR, telephony systems) and methodologies (Agile, Lean, Six Sigma) is a strong plus.
- High level of adaptability, critical thinking, and a commitment to continuous learning.
- Willing to work on-site in Manila City, Metro Manila and amenable to a shifting schedule.