Team leader_Customer Support Centre

Your Role

The Team Lead at B2 grade will be responsible for supervising a team of customer support representatives, ensuring efficient handling of customer inquiries, maintaining service quality, meeting operational targets, and supporting team development. The role requires strong people management capability, excellent communication skills, and C1-level language proficiency to manage high-quality customer interactions and stakeholder communication.

In this role you will play a key role in:

• Lead, supervise, and motivate a team of customer support representatives to achieve service-level, quality, productivity, and customer satisfaction targets.
• Monitor daily operations, manage workloads, allocate tasks, and ensure timely resolution of customer inquiries and escalations.
• Provide coaching, feedback, and performance support to team members through regular one-to-one discussions, call/chat/email quality reviews, and development plans.
• Handle complex or escalated customer issues professionally, ensuring accurate resolution while maintaining a positive customer experience.
• Track and review key performance indicators such as response time, resolution rate, quality score, customer satisfaction, attendance, and productivity.
• Ensure adherence to process guidelines, compliance requirements, communication standards, and company policies.
• Identify process gaps, recurring customer issues, and improvement opportunities, and share actionable recommendations with management.
• Support new hire onboarding, process training, refresher sessions, and knowledge transfer within the team.
• Collaborate with internal stakeholders, support teams, and management to resolve operational issues and improve service delivery.
• Prepare and share team performance updates, operational reports, and action plans as required.

YOUR PROFILE

• Graduate in any discipline; additional certification in customer service, communication, quality, or people management will be an advantage.
• Relevant experience in a customer support, contact centre, or service operations environment.
• Prior experience in a team lead, senior representative, SME, quality support, or supervisory role is preferred.
• Proven ability to manage team performance, coach representatives, and drive operational results.
• C1-level language proficiency, with strong verbal and written communication skills for customer handling, escalation management, and stakeholder interaction.
• Strong leadership, coaching, and people management skills.
• Excellent customer focus and ability to manage sensitive or escalated customer situations.
• High level of language accuracy, fluency, comprehension, and professional business communication.
• Good analytical ability to review performance data and identify improvement areas.
• Effective problem-solving, decision-making, and conflict-resolution skills.
• Ability to work in a fast-paced support environment while maintaining quality and compliance standards.
• Working knowledge of contact centre tools, CRM systems, reporting dashboards, and Microsoft Office applications.
• Ability to collaborate with cross-functional teams and communicate clearly with internal stakeholders.
• Achievement of service-level agreements and turnaround-time targets.
• Improvement in team quality scores, productivity, and customer satisfaction results.
• Timely and effective resolution of escalations and customer complaints.
• Consistent adherence to process, compliance, and communication standards.
• Team engagement, attendance, coaching completion, and performance improvement outcomes.

WHAT YOU'LL LOVE ABOUT WORKING HERE

• You can shape your career with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders.
• You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.
• You will have the opportunity to learn on one of the industry's largest digital learning platforms, with access to 250,000+ courses and numerous certifications.
• We’re committed to ensure that people of all backgrounds feel encouraged and have a sense of belonging at Capgemini. You are valued for who you are, and you can bring your original self to work.
• Every Monday, kick off the week with a musical performance by our in-house band - The Rubber Band. Also get to participate in internal sports events, yoga challenges, or marathons.
• At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.