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Customer Service Operations Manager @

3 weeks ago

Kraków, Lesser Poland, Czech Republic Capgemini Polska Sp. z o.o. Full time
YOUR PROFILE
  • 10 - 14 years of strong delivery experience in contact center / customer service in BPO/SSC environment.
  • Experience in transformation, QA and contact center / customer service operations.
  • Customer service mindset and attitude.
  • Leadership Skills: Proven ability to lead and manage teams, projects, and initiatives
  • Fluency in English at minimum C1 level.
  • Well versed with Excel and other MS Office tools.
  • At least a bachelor's degree.
  • Should be able to adapt with the changes in the processes and updates in a dynamic process.
  • Ability to work in flexible work schedule.

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 collaborative 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.

WHAT YOU'LL LOVE ABOUT WORKING HERE
  • Well-being culture: medical care with Medicover, private life insurance, and Multisport card. But we went one step further by creating our own Capgemini Helpline offering therapeutical support if needed and the educational podcast "Let's talk about wellbeing" which you can listen to on Spotify.
  • Access to over 70 training tracks with certification opportunities (e.g., GenAI, Excel, Business Analysis, Project Management) on our NEXT platform. Dive into a world of knowledge with free access to Education First languages platform, Pluralsight, TED Talks, Coursera and Udemy Business materials and trainings.
  • Continuous feedback and ongoing performance discussions thanks to our performance management tool GetSuccess supported by a transparent performance management policy.
  • Enjoy hybrid working model that fits your life - after completing onboarding, connect work from a modern office with ergonomic work from home, thanks to home office package (including laptop, monitor, and chair). Ask your recruiter about the details.
GET TO KNOW US

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.

Do you want to get to know us better? Check our Instagram — @capgeminipl or visit our Facebook profile — Capgemini Polska. You can also find us on TikTok — @capgeminipl.

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 360,000 team members globally in more than 50 countries. With its strong 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. 
 

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,[Being responsible for ownership activities of the process improvement and quality management., Leading operations to support customers using company's product., Supervising the team who is answering customer quaries. , Ensuring the employees are trained properly., Analyzing and responding to operational, productivity, quality data, customer satisfaction data., Looking at transformation opportunities and driving improvements., Ensuring that daily tasks are delivered on time through various forms and medium of communication, written and/or verbal., Being able to meet the quality and productivity targets as well as defined timelines., Adhering to established policies, procedures and compliance, which result in a satisfactory audit rating.] Requirements: QA, Excel, MS Office, Degree Additionally: Training budget, Sport subscription, Private healthcare, International projects, Free coffee, Bike parking, Shower, Free parking, Mobile phone, In-house trainings, Modern office, No dress code.