Call Center Lead​/Supervisor

Job Description - Call Center Lead / Supervisor (052725)

Call Center Lead / Supervisor

About Capgemini

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.

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.

• Meeting and exceeding the customer’s service level agreements
• Monitor team performance and provide feedback to the team members on a regular basis
• Ensure quality of work carried out by the team meets/exceeds expected quality/accuracy standards
• Provide continuous support, coaching and guidance. Pursue a good working atmosphere
• Ensure eventual training plans are fully implemented across team and raise training needs with the Manager
• Regularly review all procedures and work closely with the Client to update where necessary
• Lead the Client Calls and maintain excellent relationship with the client
• Develop programs to improve work processes for efficiency gains
• Drive management systems compliance within the team
• Willingness to work different shifts when needed
• Strong understanding of QMS/ISMS processes in order to provide support for internal initiatives as assigned

• Excellent communication skills, both verbal and written and Listening skills
• Good Knowledge of MS Excel, Word, Outlook, Power Point
• A proven ability to lead a team and the capacity to coach and motivate, showing own initiative in problem analysis and their solution
• Effectively present information and respond to questions from groups of managers, clients and customers

• Minimum 1-2 year of experience Preferably with back office operations as Supervisor role
• Healthcare domain knowledge will be an added advantage
• Work and manage others in their work on accounts

If interested, send your resume to