Job Description

• Lead the Contact centre operations engagement along with engagement director across the geography.
• Should have done and managed Customer service operation and Transformation for Global clients.
• Should have prior experience in handling Healthcare and Pharma global clients.
• Determines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies
• Provide guidance/working with the cross functional teams in terms of projects.
• Drive transformation initiatives for the operations.
• Develop both thought leadership points of view and new service offerings to differentiate us in the marketplace.
• Should have good understanding of the latest Technology trends in the market and should have worked on the same.
• Should have experience in creating and deliver packs to the clients as part of the client interaction.

• Strong Communication & Customer Service Skills
• Minimum 9+ years of international contact center experience
• Handling a team size of minimum 25-30 associates and their performance management
• Good technical knowledge and troubleshooting skills, well versed with Excel and other MS Office tools
• Prior digital/call center experience preferred.
• Familiarity with Microsoft Office applications.
• Must possess excellent written and oral communication, listening, and comprehension skills.
• Must possess effective time management and organizational skills.
• Stellar customer service skills and the ability to de-escalate customer frustration.
• Superior problem-solving skills and the ability to work independently and objectively.
• Dedication to the customer experience with the ability to build and maintain strong relationships.
• Team oriented and self-motivated.
• Strong ability to manage multiple tasks and interactions while prioritizing requests and concerns.

• Sound decision making.
• Must be able to effectively adapt to accelerating changes.
• This is remote work requiring a secure workspace and effective internet connectivity.

Capgemini