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 [Asst. Manager] – [Customer Care]
In this role, you will be responsible overseeing the performance of a team of CSRs, ensuring that service levels and operational goals are met. This role is responsible for coaching and developing team members, addressing escalated issues, and improving overall team performance.

Responsibilities

This is a full-time role and would involve handling various tasks like the following:
• Manage floor coverage in team environment to drive performance
• Provide support, instruction, and coaching to a team of 15-20 front-line agents
• Responsible for day-to-day deliverables (Call/TAT, attendance and Accuracy)
• Administer day to day schedules and attendance for the team and reporting
• Subject matter expert of the process and POC
• Actively pursue initiatives that aid team members in achieving individual and team Key Performance Indicators
• Work closely with clients on a day to day basis regarding SLAs/TAT, process updates, issues, challenges, action plans, recommendation etc.
• Work in tandem with the Overall Lead, Operations Lead and peers to identify and address performance and developmental opportunities
• Foster and support a diverse team environment across differences (race, age, gender, sexual orientation, etc.)
• Coordinate daily schedule with Manager and set daily coaching activities
• Perform weekly/random trending based coaching/monitoring/tracking to manage team members performance, coaching needs analysis
• Provide non-critical quality feedback (Call Quality exposure)
• Lead team huddles and discuss product/process updates (Training exposure)
• Promote and drive performance blitzes contests
• Establish and maintains effective working relationships with peers and partners in other business units with goal of optimizing Aetna client relationships
• First point of contact for customer escalated concerns
• Help develop agents to be self-sufficient by helping them find the answers themselves
• Listen real time and provide QNI feedback to agents
• Share thoughts on team and ideas on how to improve performance of the team, morale, etc.
• Day to Day expectations may change

Qualifications we seek in you
Minimum Qualifications / Skills
• Proven leadership and team management skills.
• Ability to make quick decisions and resolve issues effectively.
• Strong knowledge of customer service procedures and industry standards.
• Excellent communication and interpersonal skills.
• Proficiency in data analysis and performance management tools.

Preferred Qualifications/ Skills
• Strong leadership, written and verbal communication skills
• Leverage Reports/Information about Team to proactively coach agents
• Demonstrate and drive customer centricity
• Proficiency in Coaching, Planning and Organizing skills
• High on initiative and able to drive them independently
• Look for ways to improve/develop your team performance
• Able to work under minimal supervision
• Proficient in Microsoft Office applications ( Excel and Powerpoint )

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.