{"id":1804987,"url":"https://alion.io/job/capgemini-team-manager-contact-center","title":"Team Manager-Contact Center","company":{"id":145,"name":"Capgemini","domain":"capgemini.com","url":"https://alion.io/company/capgemini","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":{"grade":"B","score":80,"open_postings":1756,"ghost_share":0,"stale_share":0.78,"repost_share":0.003,"time_to_fill_p50_days":28,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kolkata, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13000,"max_usd":31000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1304},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"closed","first_seen_at":"2026-10-01T12:36:40Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-17T03:07:43Z","board_verified":false,"closed_at":"2026-10-17T03:07:43Z","days_open":15,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":15},"description":"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.\nYour Role\nThe 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.\nIn this Role you will Play key role in\nLead day-to-day Chat, Dial Home, Voice, and Web operations to meet business, customer, and service delivery objectives.\nSupervise representatives handling customer inquiries through written, verbal, and phone-based communication channels.\nEnsure representatives are trained, coached, and equipped to manage customer interactions effectively.\nMonitor operational, productivity, quality, and customer satisfaction metrics and take corrective actions where required.\nIdentify transformation opportunities and drive improvement initiatives in partnership with delivery teams.\nConduct quality assurance reviews for customer contacts and ensure consistent adherence to quality standards.\nOwn process improvement and quality management activities across assigned operations.\nManage client governance, QMS requirements, quality controls, audit readiness, and compliance expectations.\nYour Profile\n08-10 years of experience in contact center operations, preferably across ITES, BPO, KPO, customer service, or operations environments.\nPrior experience in contact center transformation is mandatory.\nAbility to manage team tasks across multiple communication channels, including written, verbal, and phone-based interactions.\nStrong understanding of SLAs, productivity targets, quality targets, timelines, and penalty avoidance through consistent delivery performance.\nProven ability to ensure task accuracy, process adherence, and satisfactory audit outcomes.\nStrong analytical skills with the ability to interpret operational, productivity, quality, and customer satisfaction data.\nWorking knowledge of QMS, governance practices, quality controls, and compliance requirements.\nGood proficiency in English with strong verbal and written communication skills.\nExposure to relevant business domains will be an added advantage.\nWhat you will love about Working here\nYou can shape your career with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders.\nYou will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.\nYou will have the opportunity to learn on one of the industry's largest digital learning platforms, with access to 250,000+ courses and numerous certifications.\nWe’re committed to ensure that people of all backgrounds feel encouraged and have a sense of belonging at Capgemini. You are valued for who you are, and you can bring your original self to work.\nEvery Monday, kick off the week with a musical performance by our in-house band - The Rubber Band. Also get to participate in internal sports events, yoga challenges, or marathons.\nAt Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.\nCapgemini is an AI-powered global business and technology transformation partner, delivering tangible business value. We imagine the future of organizations and make it real with AI, technology and people. With our strong heritage of nearly 60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong partner ecosystem, leveraging our capabilities across strategy, technology, design, engineering and business operations. The Group reported 2024 global revenues of €22.1 billion.\nMake it real | www.capgemini.com","description_format":"text","description_chars":4466,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Government","Science & Engineering","Research Institutes"],"lifecycle":[{"event":"open","at":"2026-10-03T19:02:55Z"},{"event":"close","at":"2026-10-06T21:03:20Z"},{"event":"reopen","at":"2026-10-07T12:33:57Z"},{"event":"close","at":"2026-10-17T03:07:43Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/capgemini-team-manager-contact-center","json_url":"https://alion.io/job/capgemini-team-manager-contact-center.json","meta":{"generated_at":"2026-10-18T05:21:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8087,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":145},"rest":"https://alion.io/mcp/rest/get_company?id=145"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcapgemini-team-manager-contact-center"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcapgemini-team-manager-contact-center"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcapgemini-team-manager-contact-center"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/capgemini-team-manager-contact-center\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcapgemini-team-manager-contact-center"}]}