Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Assistant Manager, Customer Care

Responsibilities

Manage the day-to-day operations in accordance with requirements and KPIs. Prompt identification by investigating deviations and resolution of Service delivery issues including implementation of preventative measures.

Establish the infrastructure necessary to perform the Services, including all technology, financial, human resources, security, facilities, and communication resources. Install all Service delivery processes and Key Performance Indicator reporting mechanisms.

Provide exceptional people management, mentorship, and career development to members of your team, achieve low attrition levels and high employee engagement.

Analytical bent of mind with the ability to root cause basis data and drive decisions.

Drive Operations teams to deliver continuous improvement and productivity/quality gains.

Flag and escalate business risks timely to the client/supervisor.

Interact with site lead and/or SDLs to understand any business reporting, data analytics requirements on regular basis.

Drive performance management process based on the framework.

Develop and maintain efficient and cost-effective recruitment channels, resources, and approaches to attract and recruit high quality candidates.

Qualifications we seek in you

Minimum Qualifications / Skills

Experience managing a team that compromises of Senior or Team Leaders within the contact center or similar industry;

Relevant years of people management experience, including managing leaders, and a strong desire to develop team members.

Dynamic leader with experience and passion for managing large and diverse teams across multiple sites in a fast-paced environment, able to deal with rapid change and ambiguity.

Strategic thinker with strong analytical and problem-solving skills

Strong desire to tackle complex problems and deal with rapid changes and ambiguity.

Continuous improvement mindset with a desire to design effective business operations.

Competent with Microsoft Office Suites.

Preferred Qualifications/ Skills

Relevant experience in Order Management, Supply Chain, or similar processes in nature.

Demonstrated ability to work independently, take initiative and follow up on assigned.

Strong communication and interpersonal skills, good at work under pressure.

Ability to remain calm and professional under pressure.    

Adaptable and energized by a fast-paced environment.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.