Recruitment process for this position and onboarding trainings are conducted online
What do you need to start?
Deep understanding of:
Digital Coaching process, serviceDesk SLA’a and processes, serviceDesk channels usage, contractual agreements.
Strong Communication and Documentation Skills, fluent English (Spoken and Written), analytics Skills (Data Analysis / Reporting), problem Solving Skills, Demand / Change Management Client Value and Service Excellence, conversational AI technology understanding (chatbots, AI, NLP, Machine Learning), Automation Evangelist, Program Management experience
Service Desk Process Knowledge (End-To-End), analytics Skills (Data Analysis / Reporting), presentation, excellent Communication Skills, Problem Solving Skills, Incident Management Demand / Change Management, Lead Management (Filling /Building Bridges between Ops - Technical Team – Program – Client Side),
Subject Matter Expertise in Technical Tools (Ticketing Tool / Software Deployment Tool / Specific Tool related to Client/Project) Subject Matter Expertise in additional disciplines will be an asset (eg. Cloud, Security, etc.) Agile/SCRUM framework understanding
Adoption Adherence Manager is a critical account/client “Adoption – Operational” role.
Primary Objective: Understanding of Client channel adoption landscape and overlooking tactical plan to drive automation and switch the traffic to automation channels:
Ensure automation targets are communicated to delivery/operations and monitored Partner with operations on reviving automation targets and checking their feasibility
Work with Sd delivery team on tactical plan to reroute the incoming demand to automation channel
Initiate conversations with account on contractual incentives for automation (e.g. less aggressive SLA for phone, more aggressive for chat)
Act as SME on automation topic in client discussions Partner with bot development team on content development and checking progress of dev/PM’s/content designers work
What have we prepared for you?
Space where you can develop yourself:
Development programs, external courses, education & certificates co-funding, NEXT platform with free access to Pluralsight, TED talks, Coursera materials, and virtual trainings: e.g. Excel, VBA, RPA or customer care.
Flexible working hours thanks to a variety of projects (standard, part time, late shifts). Ask your recruiter about possible options.
Our legendary atmosphere:
We dont have a rigid dress code, but what we do have are awesome communities and world– changing initiatives like Grant Program. We are a big company with unique atmosphere – we make friendships, share important moments, and simply… like each other!
A lot of benefits:
Private medical care which can be extended by a package of dental services purchased on preferential terms.
Private life insurance which can be extended by oncology package purchased on preferential terms.
Referral bonuses for recommending your friends to Capgemini.
Access to Inspiro Audiobooks & MyBenefit (cinema tickets, Multisport and more).
Offices in great locations, car leasing program, carpooling options and bicycle parking.
Who are we?
Capgemini is a global leader in consulting, technology services and digital transformation. Our scope is wide. One of the teams is End User Services - part of a business unit called Cloud Infrastructure Services. In our offices in Poland, we work as a team of 2500 employees, helping our customers around the globe to solve their IT issues. Do you want to know more? Watch a video: https://www.youtube.com/watch?v=ShubpoagRWA Do you have any additional questions about our job offers? Check our Instagram (@capgeminipl) or visit our Facebook profile (Capgemini Polska).