Senior Customer Service Representative

About Capgemini:

Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms! Building on its strong 50-year+ heritage and deep industry-specific expertise, We enable organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. Today, it is a multicultural company of 270,000 team members in almost 50 countries!

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

Job Summary:

This Individual will oversee day-to-day operations for a team of up to 20 employees, ensuring adherence to client requirements, performance standards, and operational goals. This role requires strong leadership, analytical skills, and the ability to manage both people and processes effectively. This individual will play a key role in driving employee engagement, operational efficiency, and continuous improvement initiatives. In addition, this individual will be responsible for performing production work as required by the client to meet deliverables and deadlines.

Key Responsibilities:

• Oversee a team of up to 20 employees, ensuring productivity and quality standards.
• Perform production tasks as required by client deliverables to ensure timely and accurate outcomes.
• Monitor absenteeism, schedule adherence, and employee utilization.
• Motivate and inspire employees to achieve individual and team goals.
• Participate in seasonal hiring and onboarding of new team members.
• Conduct performance management, including feedback sessions and improvement plans.
• Plan and implement strategic improvement initiatives to enhance team performance.
• Build and maintain strong client relationships and represent the organization professionally.
• Utilize automation tools and identify continuous improvement opportunities.
• Ensure compliance with company policies and client requirements for remote work.
• Attend client meetings, review weekly, and manage deliverables.
• Collaborate across departments (Training, Quality, Operations) to achieve desired results.

Skills & Competencies:

• Strong communication skills (verbal and written) and professional email etiquette.
• Solid analytical skills and proficiency in Microsoft Excel.
• Ability to identify process gaps and contribute to continuous improvement.
• Strong leadership and team-building capabilities.

Preferred Qualifications:

• Prior experience in supervising teams in a production or operations environment.
• Knowledge of performance metrics and workforce management tools.
• Familiarity with automation and process optimization strategies.

Capgemini discloses salary range information in compliance with state and local pay transparency obligations. The disclosed range represents the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting, although we may ultimately pay more or less than the disclosed range, and the range may be modified in the future. The disclosed range takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to, geographic location, relevant education, qualifications, certifications, experience, skills, seniority, performance, sales or revenue-based metrics, and business or organizational needs. At Capgemini, it is not typical for an individual to be hired at or near the top of the range for their role. The base salary range for the tagged location is [recruiter to insert salary range]. This role may be eligible for other compensation including variable compensation, bonus, or commission. Full time regular employees are eligible for paid time off, medical/dental/vision insurance, 401(k), and any other benefits to eligible employees.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.