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Operations Manager | 12 - 15 Years | Kolkata

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Capgemini

30d ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    Business, Operations & Strategy
  • Kolkata

AI generated summary

  • You need 12-14 years in contact centers, experience in transformations, strong analytical skills, adherence to SLAs, and knowledge in ITES/BPO. Flexibility for a 24/7 schedule is essential.
  • You will manage daily tasks, ensure SLAs are met, maintain quality and accuracy, communicate effectively, and adhere to policies for compliance and audit satisfaction.

Requirements

  • Should have 12-14 yrs of experience in contact center.
  • Should be able to meet teams daily task handling through various form & medium of communication, written and/or verbal or phone.
  • Prior Contact Center transformation experience is a must.
  • Should be able to meet the quality, productivity targets & defined timelines to ensure Service Level Agreements (SLAs) and ensure there is no penalty due to miss in SLA’s.
  • Should ensure accuracy in the tasks completed.
  • Demonstrate analytical capabilities while performing tasks.
  • Should adhere to established policies, procedures, and compliance which result in a satisfactory audit rating.
  • Should have knowledge on ITES/BPO/KPO/Customer Service /Operations.
  • Transformation and QA skill in Contact centre operations.
  • Good proficiency on English language and exposure to business domain is an added advantage.
  • Willing to work in 24/7 environment and sign a service agreement as per company norms.
  • Ability to work in flexible work schedule, including holidays & weekends.

Responsibilities

  • Should be able to meet teams daily task handling through various form & medium of communication, written and/or verbal or phone.
  • Prior Contact Center transformation experience is a must.
  • Should be able to meet the quality, productivity targets & defined timelines to ensure Service Level Agreements (SLAs) and ensure there is no penalty due to miss in SLA’s.
  • Should ensure accuracy in the tasks completed.
  • Demonstrate analytical capabilities while performing tasks.
  • Should adhere to established policies, procedures, and compliance which result in a satisfactory audit rating.
  • Should have knowledge on ITES/BPO/KPO/Customer Service /Operations.

FAQs

What is the required experience for the Operations Manager position?

The position requires 12-14 years of experience in the contact center industry.

Is prior experience in contact center transformation necessary?

Yes, prior contact center transformation experience is a must for this role.

What skills are essential for this role?

Essential skills include transformation and quality assurance in contact center operations, along with good proficiency in the English language.

Will the Operations Manager have to work during holidays and weekends?

Yes, the position requires the ability to work in a flexible schedule, which includes holidays and weekends.

Are there any specific compliance requirements for this position?

Yes, adherence to established policies, procedures, and compliance is necessary to achieve a satisfactory audit rating.

What is the expected environment for this role?

The role will require working in a 24/7 environment.

Is knowledge of ITES/BPO/KPO/Customer Service operations important?

Yes, knowledge in ITES/BPO/KPO/Customer Service/Operations is essential for this position.

What are the key performance metrics for this role?

Key performance metrics include meeting quality, productivity targets, and Service Level Agreements (SLAs) without penalties for misses.

Does the company provide opportunities for career progression?

Yes, Capgemini supports career progression and empowers employees to shape their careers as they see fit.

What kind of company culture can I expect at Capgemini?

You can expect a collaborative community of colleagues and a culture that encourages empowerment and inspiration.

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Capgemini

Get the Future You Want

Technology
Industry
10,001+
Employees
1967
Founded Year

Mission & Purpose

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 everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 360,000 team members in more than 50 countries. With its strong 55-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 operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.