Deskripsi Pekerjaan
Join Capgemini as a Contact Center Team Lead and become a pivotal force in shaping client-centric service excellence. In this dynamic leadership role, you'll orchestrate high-performing teams to deliver exceptional customer experiences while driving strategic alignment between business objectives and operational execution. You'll collaborate closely with stakeholders to translate complex requirements into actionable insights, leveraging data-driven methodologies to optimize contact center performance and enhance client satisfaction.
As a key architect of service delivery, you'll foster a culture of continuous improvement through mentorship, performance analytics, and process innovation. Your expertise will directly influence customer retention, operational efficiency, and revenue growth in a fast-paced financial services environment. Capgemini offers a collaborative ecosystem where your leadership skills will be challenged and elevated through cross-functional projects and global exposure.
This role combines strategic vision with hands-on team management, providing a unique platform to shape the future of customer engagement in the banking and financial services sector. If you're passionate about transforming service delivery while developing talent, this opportunity is your gateway to impact.
Tanggung Jawab
- Lead, mentor, and develop contact center teams to achieve performance targets and service excellence
- Collaborate with clients to understand business needs and translate them into actionable strategies
- Monitor and optimize key metrics including CSAT, FCR, and AHT through data-driven analysis
- Implement continuous improvement initiatives to enhance operational efficiency and customer experience
- Facilitate stakeholder communication to align service delivery with business objectives
- Manage performance reviews, coaching sessions, and talent development programs
- Ensure compliance with SLAs, security protocols, and industry regulations
Kualifikasi
- Bachelor's degree in Business, Management, or related field
- Minimum 3 years contact center experience with 1+ years in leadership role
- Proven track record in team coaching and performance management
- Strong analytical skills with proficiency in contact center metrics and reporting tools
- Experience in banking/financial services or BPO industry preferred
- Excellent communication, problem-solving, and stakeholder management abilities
- Knowledge of CRM systems and quality assurance methodologies