About the Role
At Capgemini, we empower you to shape your career in an environment defined by innovation, collaboration, and a commitment to building a sustainable, inclusive world. As a Team Lead for Customer Care, you will serve as a Subject Matter Expert (SME) and lead by example, guiding your team to resolve complex customer issues with the highest level of integrity. This remote-first role offers the unique opportunity to manage high-performing associates while leveraging AI-powered tools and global resources to deliver tangible business value to the world's leading organizations.
Key ResponsibilitiesIn this leadership capacity, you will oversee a dedicated team of 10-15 customer service associates, focusing on their professional development and daily performance management. Your primary objective is to ensure the team digitally resolves customer inquiries with professionalism, maintaining high levels of satisfaction and retention. You will act as the first point of escalation, utilizing your stellar customer service skills to de-escalate frustrations and solve problems objectively. Beyond people management, you will be responsible for maintaining technical standards, utilizing MS Office tools for data reporting, and adapting quickly to the accelerating changes within our business technology landscape.
- Lead and mentor a team of 10-15 associates, driving performance metrics and engagement.
- Serve as a Subject Matter Expert in digital customer support and technical troubleshooting.
- Ensure all customer interactions meet Capgemini's standards for quality and integrity.
- Manage complex escalations and provide objective, swift resolutions.
- Analyze team performance data using Excel and other MS Office tools to identify areas for improvement.
- Foster a collaborative environment that aligns with Capgemini's 60-year heritage of excellence.
- Maintain secure remote work protocols to ensure data privacy and operational continuity.
The ideal candidate is a seasoned professional with a deep understanding of the international contact center ecosystem. You must possess the ability to balance multiple tasks while prioritizing urgent concerns without sacrificing quality. Strong leadership DNA and the ability to work independently in a remote environment are essential for success in this role.
- Minimum 5-7 years of experience in an international contact center environment.
- Proven experience in a leadership or supervisory role managing at least 10 associates.
- Exceptional written and oral communication, listening, and comprehension skills.
- Advanced proficiency in Microsoft Office, specifically Excel for reporting and data management.
- Strong technical troubleshooting skills and familiarity with digital support platforms.
- Demonstrated ability to make sound decisions and adapt to rapid organizational changes.
- Must have a dedicated, secure home office workspace with high-speed internet connectivity.
Joining Capgemini means more than just a job; it is a gateway to a global community of 420,000 team members across 50 countries. We offer a culture of inclusion where you can reimagine what is possible and unlock the value of the latest technology. As a global leader in business and technology transformation, we provide our employees with the tools, training, and support necessary to drive meaningful career growth.
- Opportunity to work for a global leader with €22.1 billion in annual revenue.
- Remote work flexibility with a focus on work-life integration.
- Access to a diverse and inclusive collaborative community.
- Continuous learning and development programs powered by AI and industry-leading technology.
- The chance to work with a prestigious portfolio of the world's leading organizations.