Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a team-oriented community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
Your Role

The Team Manager will lead Chat, Dial Home, Voice, and Web operations for contact center support, ensuring high-quality customer experience for users of the company’s products. The role is responsible for supervising customer service representatives, driving operational performance, ensuring process adherence, identifying transformation opportunities, and partnering with delivery teams to improve productivity, quality, and customer satisfaction.

In this Role you will Play key role in

• Lead day-to-day Chat, Dial Home, Voice, and Web operations to meet business, customer, and service delivery objectives.

• Supervise representatives handling customer inquiries through written,



verbal, and phone-based communication channels.

• Ensure representatives are trained, coached, and equipped to manage customer interactions effectively.

• Monitor operational, productivity, quality, and customer satisfaction metrics and take corrective actions where required.

• Identify transformation opportunities and drive improvement initiatives in partnership with delivery teams.

• Conduct quality assurance reviews for customer contacts and ensure consistent adherence to quality standards.

• Own process improvement and quality management activities across assigned operations.

• Manage client governance, QMS requirements, quality controls, audit readiness, and compliance expectations.

Your Profile

• 08-10 years of experience in contact center operations, preferably across ITES, BPO, KPO, customer service, or operations environments.

• Prior experience in contact center tra

📌 Team Manager-Contact Center (Kolkata)
🏢 Capgemini
📍 Kolkata