Capgemini - Engagement Executive - Customer Operations (15-20 yrs)

Job title: Engagement Executive - Customer Operations

Location: Kolkata

Grade: E2

About Capgemini

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society.

It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs.

It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of 22.5 billion.

Capgemini in India comprises nearly 175,000 team members working across 13 locations: Bangalore, Bhubaneswar, Chennai, Coimbatore, Gandhinagar, Gurugram, Hyderabad, Kolkata, Mumbai, Noida, Pune, Salem and Tiruchirappalli.

About BSV:

- Business Services India is a global business line that maximizes our deep consulting, digital technology, and operational expertise to shape the future of business operations with intelligent automation in order to create outstanding value for our clients, for Capgemini, and for our people.

- Capgeminis Business Services has a proven reputation, documented industry and functional experience, comprehensive portfolio and collaborative engagement.

- We are highly differentiated, so the worlds leading organizations trust us to dramatically improve their business performance and shareholder value.

Why Join Capgemini?

- The choices you make today lay the foundation for change tomorrow.

- Choosing Capgemini means having the opportunity to make a difference, whether for the worlds leading businesses or for society.

- It means getting the support you need to shape your career in the way that works for you.

- It means when the future doesnt look as bright as youd like, you have the opportunity to make change: to rewrite it.

- When you join Capgemini, you dont just start a new job. You become part of something bigger.

- A diverse collective of free-thinkers, entrepreneurs and experts, all working together to unleash human energy through technology, for an inclusive and sustainable future.

- At Capgemini, people are at the heart of everything we do! You can exponentially grow your career by being part of innovative projects and taking advantage of our extensive Learning & Development programs.

- With us, you will experience an inclusive, safe, healthy, and flexible work environment to bring out the best in you!

- You also get a chance to make positive social change and build a better world by taking an active role in our Corporate Social Responsibility and Sustainability initiatives.

- And whilst you make a difference, you will also have a lot of fun.

The Opportunity:

- Capgeminis Connected Marketing Operations practice offers and delivers Marketing Operations services to its top fortune 500 clients.

- Our portfolio of services is focused on delivering latest and best in Content Operations, Campaign Services and Performance Marketing solutions to drive marketing and sales outcomes for the clients.

- We are looking for a results-oriented senior leader to lead the global delivery & client relationship management for multiple projects.

- If you are driven by hyper growth challenge and love to wow the clients with your innovative solutions, then this is just the right leadership role for you!

Our Ideal Candidate:

- He/She/They OR, the incumbent will have 15+ years experience with a large marketing shared services or marketing service provider with a strong project track record.

- Intelligent Customer Operations practice within Capgemini Business Services.

- Leading a large team of customer interaction operations, you will deploy your team across a variety of engagements supporting new clients with their CX vision and future Contact Centre channel technology.

Roles & Responsiblities include:

- Leading large team across the globe for interaction ops voice, chat, email and data

- Fully responsible for meeting business SLAs

- Support and drive the digital transformation agenda for clients

- Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies with client stakeholders

- Creation of technical and resourcing business cases aligned to client objectives

- Present at SLT sessions on your existing and prospective new client engagements

- Design, plan and develop complex business solutions that include digital platform technologies and Intelligent Automation

- Manage a sales pipeline across the Customer Operations and CX offering

- Create digitally enabled solutions for prospective clients

- Collaborate across Capgemini practices to create industry leading solutions that provide clients with clear business outcome commitments

- Develop a team of CX Consultants, enabling them to spot opportunities for new business with existing and prospective clients

- Build strong internal and external networks to enable future CX opportunities

- Consult with internal stakeholders across sector verticals to drive existing and new client engagements

- Continuously engage with the latest Contact Centre technology and market insights to share across internal and external networks

- Attend networking events and CX conferences

- Utilise industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience outcomes

- Develop and deliver solutions by responding to client RFI/RFPs where Digital Transformation opportunities are present

Skills /Experience required:

- Business Consulting with Professional Service organization more than 15 years

- Large-scale BPO transformation and/or Professional Services experience

- Experience of solutions for Contact Centres and digital channels

- Ability to create a client proposal utilising various data points available

- Management of CX Consultants or Process Transformation/Improvement team

- Experience within commercial modelling and sizing

- Ability to create Contact Centre/CX solutions that support client objectives

- Understanding of the latest Technology trends in the Contact Centre and Digital Transformation markets

- Clear understanding of deflection and automation techniques within the Contact Centre and CX space

- Development of the relevant CX solutions for implementation e.g. chat bot, conversational AI

- Cross-sector experience, including Financial Services, Manufacturing, Media & Entertainment, Retail and Technology based companies

- Experience in handling different kinds of Contact Centre process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk

- Experience in working on integrated Contact Centre environments consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality

- Process Improvement methodologies

- A passion and desire to improve CX and support clients on their journey

- Experience improving customer journeys to improve CX outcomes

- Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bot

- Working knowledge of contact centers solutions (examples, but not limited to; Zendesk/AWS/Genesys Cloud/Nice)