Call Center Operations Manager
Call center Operations Manager at El Paso, TX
Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group is at the forefront of innovation to address the entire breadth of clients opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year+ heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. Today, it is a multicultural company of 270,000 team members in almost 50 countries. With Altran, the Group reported 2019 combined revenues of 17billion.
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Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.
Click the following link for more information on your rights as an Applicant -http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law Position:: Call Center Operations Manager
Location:: El Paso, TX Duration:: Full time Skillset required:
General Responsibilities / Accountabilities:
The jobholder will manage the Delivery Operations and responsible for overall Service Delivery
The role involves managing the contract effectively daily including operations, transition, finance and providing leadership in order to provide the Client with a high-quality service
Ensure that all targets and deadlines described in KPIs and SLAs are met according to contract & Clients expectations
Acts as a single point of contact & escalation point within customer organization for troubleshooting and resolving all issues arising from delivery-related account activities
Ensure seamless transitions of all the processes being transitioned into the Delivery Center. Closely work with the Transition team & Key client stakeholders to timely address and resolve any transition issues
Develop strong working relationship with key client stakeholders at the Regional/Global level and proactively address their needs
Drive best practices sharing sessions amongst the teams to augment delivery
Manage employee retention, turnover and recruitment processes for the delivery center
Accurately forecasts and manages costs & profitability for the project. Specialized/Practical Knowledge
15-20 yrs. of Proven experience of managing multiple, complex and large engagements in contact center BPO space.
Program/project management; strategic planning; process optimization; contact center integration; customer interaction management; and business development
Experience in Health Insurance OR Pharmacy Benefits Management would be preferred
Proven experience in managing large & complex transitions
Strong understanding of KPIs like NPS, FCR & Contact Centre related metrics
Ability to understand and drive functions like Training, Quality, WFM, RTA & MIS in addition to operations
Focused on customer value and improvement of overall customer experience (FCR, NPS, C-SAT, internal quality processes).
Leadership skills in a multicultural environment. Cultural sensitivity and ability to work internationally
Increasing Operations efficiency & Service Delivery with Team building and People Management Skills
Ability to bring innovation to challenges and to overcome problems and obstacles as they arise as well as take action and produce desired outcomes with limited direction KNOWLEDGE, SKILLS AND ABILITIES
Project management skills
Advanced knowledge of service delivery and people management
Process management and improvements skills
Strong commercial awareness and project management ability
Strong relationship building, communication, and influencing skills
Should be committed and focused to succeed under challenging work environment
Leadership skills in a multicultural environment. Cultural sensitivity and ability to work internationally Candidates should be flexible / willing to work across this delivery landscape which includes and not limited to Agile Applications Development, Support and Deployment. If interested, request you to send your resume to firstname.lastname@example.org Primary Location:
US-TX-El Paso Work Locations: Job:
Project Manager Organization:
Capgemini Global Schedule: