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 Customer Service Operations - Manager – English – On Site Bucharest

Perform operational tasks within Customer Servicing area. Resolution of tasks accurately and efficiently to achieve the fixed service level target. Coordinating all required continuous improvement actions.

Responsibilities
● Relevant experience in leading large teams in the scaled operations environment. Be able to deliver optimum customer satisfaction and ensure that the teams remain engaged and motivated to grow their career with the organization.
● Assumes responsibility for effectively overseeing Operations functions. Ensures all customer questions and complaints are resolved in a timely manner. Completes research and resolves documentation errors or discrepancies on complex customer problems. Ensures operations further Company strategic plans and are in accordance with established policies and procedures.
● Monitors service delivery and ensures excellence in service levels. Ensures deadlines and targets are met. Promotes goodwill and a positive image of the Company
● Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communication. Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures. Discusses areas needing improvement. Oversees the activities of Representatives. Assigns, schedules, and coordinates personnel. Directs daily operations. Identifies, develops, and implements front-line leadership development programs as appropriate. Ensures that representatives are thoroughly trained in all products and services.
● Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed. Should be able to coach, mentor and help all his/her direct reports to be motivated and engaged to grow their career with Genpact. Assists in interviewing and assigning new personnel as necessary
● Ensures performance metrics are effective and professionally conducted. Representatives are properly trained, and customer service standards are at the highest level. All related records and reports are complete and current. Professional relations exist with customers, vendors, and other external business contacts.
● Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis.
● Problem Solving: Should be tactical and be able to solve day to day operations issues and should be able to understand Service Delivery metrics.
● Time Management: Should be able to manage his/her own time well and coach front line managers and agents’ staff to do the same.
● Out of box thinking: Use initiative and demonstrate creativity in solving problems for Genpact customers

Qualifications
Minimum qualifications
• Graduation (any stream)
• Customer Focus (focus on internal customers and impact on our external customers)
• Bias for action (focus on results and use of intelligent risk taking)
• Team Alignment (team player; supports and respects others)

Preferred qualifications
• Adaptability: Work effectively in a dynamic contact center environment, adapting quickly to changing priorities with a sense of urgency.
• Complex Query Resolution: Resolve complex queries from customers using strong critical thinking and decision-making skills.
• Exceptional Service: Provide exceptional service by building trust and strengthening relationships through empathy, active listening, and rapport building.
• Multichannel Communication: Navigate multiple communication channels (phone/chat/email) to engage with customers effectively.
• Professional Communication: Demonstrate clear, professional written and oral communication; listen empathetically to understand and prioritize customer needs, providing appropriate solutions.
• Performance Goals: Consistently meet customer experience and efficiency (quality/productivity) goals.
• Confidentiality and Compliance: Maintain high levels of confidentiality and data security standards, adhering to company policies and a commitment to exceptional service.
• Problem-Solving: Seek solutions through logical reasoning and data interpretation independently.
• Team Environment: Foster a positive and cooperative team environment.
• Continuous Improvement: Show enthusiasm for learning and commitment to continuous improvement.
• Ability to work with various IT applications
• Customer service orientation
• Ability to work effectively under pressure
• Knowledge of MS Office

What can we offer?
• Attractive salary.
• Stable job offers - employment contract.
• Work in a multicultural environment;
• Various trainings (initiating, soft skills).
• Possibility of development;
• Benefits (Meal Tickets, Medical Services, Insurance, additional vacation days, partner discounts).

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.