With a startup spirit and 115,000 curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

Inviting applications for the role of Management Trainee, Customer Care

In this role, you will be responsible for liaising between the Operations Leader and the team of associates, to ensure the client’s services are delivered promptly and accurately in accordance with the Service Level Agreement’s.

You are encouraged to drive team performance, ensuring daily service level metrics are met while maintaining a high level of accuracy, providing mentorship and development to associates, facilitating team meetings, and meeting defined quality, customer experience and efficiency requirements.

Responsibilities

Ø Responsible for delivering and facilitating training through a variety of delivery methods across new hire and tenured participants

Ø Managing the day-to-day activities of the team.

Ø Should be responsible for customer service and collection deliverables.

Ø Must have knowledge of RPC, PTP, Skip Tracking and other basic collection operations.

Ø Motivating the team to achieve organizational goals.

Ø Should be operation expert and able to handle 15-20 resources

Ø Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall team/collector performance

Ø Monitor and evaluate calls using evaluation standards and forms mandated by the client

Ø Provide analysis in evaluated calls and identify gaps that impact KPIs

Ø Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance

Ø Development and implementation of training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metrics

Ø Works closely with other members of the Training and Call Quality team to ensure effective implementation

Ø Create training documentations/learning documents

Ø Conduct PKT (Process Knowledge tests) as per agreed schedule

Qualifications we seek in youMinimum Qualifications / Skills

Ø Expertise of Collection and Customer Service KPIs.

Ø Excellent written and verbal communication skills

Ø Comfortable presenting to group and providing coaching/feedback

Ø Working knowledge of Microsoft Office Applications (Word, PowerPoint, Excel)

Ø Relevant years of work experience in Collection or Customer Service as Team Lead/Supervisor.

Ø Should be flexible in shift timings

Ø Strong organizational skills to give the team direction.

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. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.

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.