Call Center Associate

Job Description - Call Center Associate (053872)

Call Center Associate

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.

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.

May also apply directly by sending your resume to Paige Perillard at

This job is responsible for providing quality and efficient customer service in a call center environment. Additional responsibilities include assisting manager with development, analysis and implementation of staffing training.

• Ensure service calls are answered in a timely, efficient and knowledgeable manner. Provide continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
• Provide statistical and performance feedback and coaching on a regular basis to each team member. Write and administer performance reviews for skill improvement.
• Provide support for fellow team members by providing appropriate coaching, counseling, direction and resolution.
• Ensure fellow employees have appropriate training and other resources to perform their job.
• Respond to and resolve customer issues.
• Assist manager with daily operation of call center to include development, analyses and implementation of staffing and training.
• Work as a member/leader of special or on-going projects that are important to area/process improvement.
• Share continual responsibility and ensuring calls are handled efficiently and effectively.
• Establish work procedures and processes that support company and departmental standards, procedures and strategic directives.
• Communicate with upper management regarding department or employee concerns.
• Comply with company regulations regarding HIPAA, confidentiality, and private health information.

• Excellent oral, written and interpersonal communication skills
• Knowledge of Microsoft Office applications and telephone protocol
• Exceptional listening and analytical skills
• Strong knowledge of customer care processes and techniques
• Demonstrated ability to work well in a team environment
• Dedication to providing exceptional customer service
• Proven leadership experience
• Ability to provide and support company goals.

• One year certificate from college or technical school; or one year to 18 months related experience and/or training; or equivalent combination of education and experience; BA preferred
• Excellent communication skills both verbal and written are required.
• Working knowledge of Inspro, CCS (AS400) and Cisco is preferred.
• Florida Licensed Agent Preferred – 215 License.

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the…