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 (Training and Call Quality)
Responsible for managing a team who will perform collections and dispute resolution. This role will implement appropriate mechanisms to identify, understand, and escalate performance gaps. Will work with team to handle internal and external escalations, as well as work directly with manager to identify process improvements.

Responsibilities
· Effectively lead team of collectors and ensure that client SLAs are met month on month keeping client experience high.
· Meet all people management metrics: Responsible for Attrition, Manpower requirement, Capacity planning.
· Utilization and Scheduling, efficiency per person, Monitoring, Time management, Reports, Dashboards, other deliverables as required
· Implementing short/long term plans for achievement of process objectives.
· Driving Continuous Improvement Initiatives
· Develop and implement measurement systems and provide insightful analytics around the metrics.
· Deep technical expertise and data orientation in Controllership, Management Information System and Service Delivery
· Communicate with the customer on a regular basis to discuss operational issues and CTQ delivery, Raise issues actively build relationship, Understand customer issues aggressively, fix to get the Set goals for the team and communicate goals on a regular basis
· Coach mentor people – Motivating team with excellent people touch
· Productivity and Process Transformation commitment and upstream improvement opportunities using Lean Six Sigma.
· Use standard systems, software, and tools to monitor and report on engagement and employee performance, ensuring that detail required by corporate is accurate, timely, and complete
· Collaborates negotiates with multiple stakeholders in order to resolve issues.

Qualifications we seek in you
Minimum Qualifications
· Bachelor's Degree in Commerce or any other stream.
· Customer Service experience is preferred.

Preferred Qualifications/ Skills
· Should possess excellent leadership skills
· Manage and effectively work with multiple stakeholders
· Excellent verbal and written communication skills
· Good analytical and problem-solving skills
· Ability to learn ERP systems
· Excellent MS Office skills including MS Excel.
· Reporting skills in Microsoft Excel and Power Point.
· Previous experience of working on process improvements

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.