Call Center Supervisor

Capgemini Government Solutions (CGS) LLC is seeking highly motivated and experienced Call Center Supervisor to join our team in Irvine, CA to support our government clients. The successful applicant will work closely with our clients to facilitate the workflow of client deliverables through the other resources on the team. He/She is responsible for reviewing draft deliverables, including verifying data queries and reporting.

 

The successful applicant will have the opportunity to apply and grow their skillset, work with a motivated and entrepreneurial team, engage with a wide range of stakeholders, and build CGS capabilities to serve our clients.

 

Job Responsibilities

 

As a Call Center Supervisor, you will:

• Work with the Call Center Manager to determine call center operational strategies by conducting needs assessment, performance reviews, and capacity planning.
• Work with the Call Center Manager to determine call center operational strategies by conducting needs assessment, performance reviews, and capacity planning.
• Establish technical specifications, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Quickly establishes rapports with callers, asks probing questions to identify concerns
• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Maintain communications with the Call Center manager regarding call center staff.
• Ensure Quality Assurance metrics are in place and facilitate proper reporting to the government.
• Supervises the Call Center Operator Analysts, maintain staffing schedules and managing daily operations.
• Stand ready to answer incoming calls in a timely manner from detention facilities and other stakeholders if needed during any surge in incoming call volume.

 

Basic Qualifications

• U.S. Citizenship is required.
• Must be able to obtain and maintain government clearance
• Bachelor’s Degree and five years of experience; or a Master’s Degree with four years of experience; or an Associate’s Degree with eight years of related experience; or ten years of related experience with no degree
• A minimum of six years of supervisory experience in responding to requests for information and searching automated systems for data.
• Bi-lingual Spanish and English required.
• Excellent reading comprehension, writing and communication skills that include the ability to effectively communicate with personnel of various background.

 

Life at Capgemini

Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

• Flexible work
• Healthcare including dental, vision, mental health, and well-being programs
• Financial well-being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Paid parental leave
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well-being benefits like subsidized back-up child/elder care and tutoring
• Mentoring, coaching and learning programs
• Employee Resource Groups
• Disaster Relief

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 360,000 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 reported in 2022 global revenues of €22 billion.

Get The Future You Want | www.capgemini.com

Disclaimer

Capgemini is an Equal Opportunity Employer encouraging diversity in the w