Capgemini seeks a Business Advisor to lead customer service operations and drive performance for a key client account. In this role, you will manage a team of Customer Support Associates and ensure service excellence.
What You'll Do
- Lead a team of about 30-40 Customer Support Associates.
- Manage day-to-day customer service operations.
- Drive performance metrics, including shrinkage, attrition, and Service Level Agreements (SLAs).
What We're Looking For
- A minimum of 8 years of relevant professional experience.
- Proven expertise in stakeholders’ management, specifically with US customers.
- A team player with experience leading a tenured team and a demonstrated history of handling a team size of 30-40 people.
- Excel and presentation skills are required.
- Excellent communication and conflict management skills are essential.
- Knowledge of customer service processes and a track record of driving SLA performance.
Nice to Have
- Direct experience working for a US client.
Team & Environment
You will lead a team of 30-40 Customer Support Associates.
Capgemini is an equal opportunity employer.
