Supervises team members to enhance customer experiences for internal and external clients

Focuses on compliance with risk acceptability guidelines and achieving profitable business outcomes

Leads team to improve performance and contribute to organizational success Essential Job Functions Monitors team performance metrics such as customer experience, work quality, and compliance with regulations

Creates and implements performance improvement plans tailored to individual team member skills

Ensures team members meet individual and collective performance goals

Regularly communicates performance metrics to team members and management

Engages with customer inquiries as needed

Collaborates with other leaders to develop and implement process improvements and special projects

Maintains current knowledge of procedures, contractual provisions, and regulatory requirements

Participates in professional development through industry-related courses and seminars

Advocates for the organization's overall strategy and core values Core Competencies Business Results: Sets performance standards that align with departmental success

Innovation: Actively contributes to process improvements and organizational strategies

Communication: Adapts communication style to different audiences, effectively clarifying and persuading

Job Knowledge: Possesses in-depth knowledge of contact center processes and customer needs

Teamwork: Seeks and incorporates feedback for personal and team growth

Leadership: Actively inspires, develops, and mentors team members Requirements Bachelor's degree preferred

3 to 6 years of experience in insurance processes, including BPO/GCC

1 to 2 years of experience in a senior service support role,



preferably in insurance customer service

Recent leadership experience required

Fluent in English, both written and spoken

Experience in US Property & Casualty Insurance customer service preferred Skills and Capabilities Solid people management skills

Effective communication abilities

Coaching and development skills Software/Tool Skills Experience with chat and case/alert management platforms

Familiarity with Power BI is desirable Benefits Competitive compensation and benefits package: Competitive salary and performance-based bonuses

Comprehensive benefits package

Career development and training opportunities

Flexible work arrangements (remote and/or office-based)

Dynamic and inclusive work culture within a globally renowned group

Private Health Insurance

Pension Plan

Paid Time Off

Training & Development Note: Benefits differ based on employee level.

About Capgemini

Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries.

With its robust 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023. https://www.capgemini.com/us-en/about-us/who-we-are/

📌 FBS Customer Care Supervisor (Pune)
🏢 Capgemini
📍 Pune