- Supervises team members to enhance customer experiences for internal and external clients.
- Focuses on compliance with risk acceptability guidelines and achieving profitable business outcomes.
- Leads team to improve performance and contribute to organizational success.
Essential Job Functions
- Monitors team performance metrics such as customer experience, work quality, and compliance with regulations.
- Creates and implements performance improvement plans tailored to individual team member skills.
- Ensures team members meet individual and collective performance goals.
- Regularly communicates performance metrics to team members and management.
- Engages with customer inquiries as needed.
- Collaborates with other leaders to develop and implement process improvements and special projects.
- Maintains current knowledge of procedures, contractual provisions, and regulatory requirements.
- Participates in professional development through industry-related courses and seminars.
- Advocates for the organization's overall strategy and core values.
Core Competencies
- Business Results: Sets performance standards that align with departmental success.
- Innovation: Actively contributes to process improvements and organizational strategies.
- Communication: Adapts communication style to different audiences, effectively clarifying and persuading.
- Job Knowledge: Possesses in-depth knowledge of contact center processes and customer needs.
- Teamwork: Seeks and incorporates feedback for personal and team growth.
- Leadership: Actively inspires, develops, and mentors team members.
Requirements
- Bachelor’s degree preferred.
- 3 to 6 years of experience in insurance processes, including BPO/GCC.
- 1 to 2 years of experience in a senior service support role, preferably in insurance customer service.
- Recent leadership experience required.
- Fluent in English, both written and spoken.
- Experience in US Property & Casualty Insurance customer service preferred.
Skills and Capabilities
- Strong people management skills.
- Effective communication abilities.
- Coaching and development skills.
Software/Tool Skills
- Experience with chat and case/alert management platforms.
- Familiarity with Power BI is desirable.
Benefits
Competitive compensation and benefits package:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
Note: Benefits differ based on employee level.
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 340,000 team members 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. The Group €22.5 billion in revenues in 2023.