Job Details

Requisition Number 19-0049
Post Date 3/20/2019
Title Call Center Supervisor
City Laguna Niguel
State CA
Description


Capgemini Government Solutions (CGGS) LLC is seeking highly motivated and experienced Call Center Supervisor to join our team in Laguna Niguel, 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 CGGS’ 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.

 

Company Overview

 

A global leader in consulting, technology services and digital transformation, Capgemini is at the forefront of innovation to address the entire breadth of client’s opportunities in the evolving world of cloud and digital platforms. Building on its strong 50-year heritage and deep industry-specific expertise, Capgemini enables 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. It is a multicultural company of 200,000 team members in over 40 countries. The Group reported 2017 global revenues of EUR 12.8 billion. Capgemini Government Solutions, LLC (Capgemini GS) is a subsidiary of Capgemini focused on providing high quality services to the U.S. Federal Government. Learn more about us at www.capgemini-gs.com.


Capgemini has an entrepreneurial environment that embodies the following values: Honesty, Boldness, Trust, Freedom, Team Spirit, Modesty, and Fun. We offer a competitive benefits package to our employees.

 

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.

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