Contact Center Operations Executive - BPO Services

Contact Center Operations Executive - BPO Services

As a Contact Center Operations Executive, you will oversee end-to-end customer engagement, ensuring seamless collaboration between Capgemini, partners, and client stakeholders. Your role will involve driving operational excellence, financial management, managing project execution, and ensuring timely delivery of contact center initiatives.

Key Responsibilities:

• End-to-End Customer Engagement: Manage the entire engagement lifecycle with customers, ensuring alignment between Capgemini, partners, and client teams.
• Project Planning & Execution: Develop, execute, and monitor project plans to meet contact center operational goals and transformation objectives.
• Stakeholder Coordination: Collaborate with multiple business units within Capgemini and the Client to facilitate SME sessions, ensuring timely program updates, project progress, and decision-making.
• Cross-Functional Leadership: Coordinate between external project teams and Capgemini to ensure on-time delivery of project milestones.
• Reporting & Governance: Generate weekly program status reports for leadership and monthly reports for the Steering Committee, highlighting progress, risks, action plans, operational and financial performance.
• Compliance & Security: Ensure all contact center operations adhere to security policies, legal requirements, and industry best practices.

Required Skills & Experience:

• 12 years of experience in contact center operations, including technical projects and transformation initiatives.
• Proven leader with experience in large-scale contact center operations in a BPO environment.
• Familiarity with contact center technologies (e.g., IVR, AI chatbots, workforce optimization tools).
• Strong background in project management, including planning, execution, and risk mitigation.
• Exceptional communication skills (written & verbal) with the ability to present to internal and external executive leadership.
• Proficiency in creating reports, dashboards, and presentations for stakeholder updates.
• Ability to work in a fast-paced environment, managing multiple priorities with a customer-centric approach.
• Strong analytical skills with a focus on process improvement and operational efficiency.
• PMP, Six Sigma, or Agile certifications are a plus.

Work Location:

Onsite at the Dallas office 4 times a week.

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 business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2023 global revenues of €22.5 billion.

Disclaimer

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. This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship. Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact. Click the following link for more information on your rights as an Applicant.