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Functional Contact Center Specialist

  • Applications are considered on a rolling basis
  • Sweden +2 more
  • Applications are considered on a rolling basis
  • Sweden +2 more

We are looking for a functional Contact Center Specialist!

Keeping in touch with customers should be flexible and effortless! Now we are looking for a functional Contact Center specialist making this happen.

You will be a part of an ambitious and competent team making a difference to our customers using both on-prem solutions as well as with SAAS.

The role will manage the delivery operations and responsibility for overall Service Delivery of a project including operations, transition, finance and providing leadership in order to provide a high-quality service.

The role acts as a single point of contact & escalation point within customer organization and ensure that targets and deadlines described in KPIs and SLAs are met. Performing analytics to understand the issues faced by agents/supervisors you will also be involved in projects focusing on new automation supporting the launches of new features, integration, and functionality.

Developing strong working relationship with key client stakeholders at the Regional/Global level to proactively address their needs is therefore vital.

If you have experience from Contact Center solutions and are interested in managing and developing delivery operations this could be the opportunity for you!


Some key Expectations

  • 10+ years of proven experience of managing multiple, complex, and large engagements in contact centers.
  • Program/project management.
  • Experience around Retail/Consumer Products domain.
  • Functional understanding of key functionalities in Contact Center solutions e.g. call screening, inbound/outbound calls management, IVR, multi-channel contact management, etc.
  • Focused on customer value and improvement of overall customer experience.
  • Leadership skills in a multicultural environment.


Knowledge, Skills and Responsibilities

  • Functional knowledge of Genesys Pure Engage application
  • Understanding of smart routing, workforce optimization, augmented agents, outbound Interaction management
  • Capturing and understands customers’ feedback and sentiments in real time.
  • Deliver efficient, accurate, and personalized case resolutions while ensuring customer satisfaction and providing opportunities to push up and cross-sell.
  • Manage employee retention, turnover, and recruitment processes for the project


Interpersonal skills

  • Strong written and verbal communication skills.
  • Strong team player committed to timely delivery of projects.
  • Ability to follow the process but to remain flexible in achieving project objectives.
  • Understanding of customer experience to improve business process and operations.

Work with great people

Armela
Senior Software Engineer
"Man kan välja sin egen väg och jag tycker att möjligheterna har varit oändliga!"
Petter
Projektledare AI & Machine Learning
"Capgemini gav mig tidigt utrymme, support och förtroende att utvecklas brett och snabbt inom mitt område."
Martin
Lead Developer
"Capgemini möjliggör en flexibel, utmanande och tillväxtgivande karriär, där endast du själv kan sätta gränser på hur långt du kan nå!"
Rajani
Test Lead
"Det är fantastiskt att se hur Capgemini anpassat sig till rådande situation snabbt. Mitt nuvarande projekt handlar om att implementera, anpassa och testa inköpssystem Ivalua för en av våra kunder."
Ehsan
DevOps Engineer
"Jag arbetar med DevOps-teknik för automatiseringen av applikationsleverans i en hybrid molnmiljö med fokus på GCP."
Ria
Front end-utvecklare
"Ofta har vi ett helhetsansvar och är delaktiga i hela livscykeln, det finns en stolthet i det vi bygger."
Petter
Project Manager AI & Machine Learning
"Capgemini gave me the support, trust, and time needed for me to quickly develop in my field."
Martin
Lead Developer
"Capgemini provides a flexible and challenging career that enables me to grow, you decide how far you want to go – the sky is the limit!"
Rajani
Test Lead
"It’s amazing to see how quickly Capgemini has adjusted to the new normal. In my current project, we implement, adjust and test a purchasing system in Value for one of our clients."
Ehsan
DevOps Engineer
"I work with DevOps techniques to automize an application delivery in a hybrid cloud environment with a focus on GCP. "
Armela
Senior Software Engineer
"You can choose your own path at Capgemini, and the options are endless!"
Ria
Front end-developer
"We often have overall responsibility and are involved in the entire life cycle of the product we develop, and there is pride in what we create. "

Great Place to Work

  • Bonus program

  • Wellness benefits

  • Flexible work time policies

  • Fun and inspirational events

  • Arts and sports club

  • Extensive occupational health care and insurance

  • Parental benefits

  • Generous pensions via Max Mathisen

  • Bonusprogram

  • Föräldraförmån

  • Företagshälsovård och sjukvårdsförsäkring

  • Konst- och sportklubbar

  • Roliga och inspirerande personalevent

  • Flexibla arbetsförhållanden

  • Friskvård, massagebidrag och terminalglasögon

  • Generös tjänstepension via Max Mathisen

  • Talented, multidisciplinary team to grow with

  • Macs and iPhones

  • Flexible work time policies

  • Extensive health care/health insurance

  • Inspiring network of experts in design

  • Regular knowledge sharing sessions

  • Exciting assignments in different industries

  • Cool offices in central locations

  • Multiple other great benefits

About the company

  • Exciting career opportunities locally and internationally, and fantastic networks of expertise. With over 1500 colleagues in Sweden only, you are part of a sharp, technology and business focused community, where Coursera and more than 250 000 (!) courses and certifications are offered to all employees.

  • A variety of innovative projects with well-known clients and world-leading partners – being part of a global, long-standing, successful and rapidly expanding organization.

  • An inclusive corporate culture where Diversity is our most important guiding principle. We are continuously engaged in initiatives that promote diversity and women in tech; we run LGBTQ networks and aim for inclusion in all types of staff activities – from sports club to art association. Please find out more about Capgemini as an employer HERE.

All employees are covered by a collective agreement and receive occupational pension, insurance, parental benefits and health care allowance – among other best-in-class benefits.

In recent employee surveys, our employees particularly emphasized:

  • A friendly and flexible workplace culture
  • Supportive managers and freedom of speech
  • Strong values and diversity focus
  • Good work-life balance

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 270,000 team members in nearly 50 countries. With its strong 50 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 2020 global revenues of €16 billion.

Get the Future You Want


Daniel Vas | Contact Person

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Capgemini Sverige

Sweden +2 more
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