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 Management Trainee, Customer Care 

In this role, you will manage floor coverage, assist queries in the support chat while actively pursuing initiatives that aid team members in achieving individual and team key indicators.

Responsibilities

This is a flexible and dynamic role and would involve handling various tasks like the ff:

Ability to prioritize and manage effectively across many competing and concurrent tasks.

Ability to manage through indirect authority and matrixed organization structures.

Strong negotiation, facilitation and influencing skills.

Exceptional verbal and written communication skills

Responsible for managing a team of 15 associates in a fast-paced environment.

Must meet and exceed client’s SLA’s, quality and customer service expectations.

Manage daily production requirement of client to include pipeline management.

Provide leadership and staff development, and strategies to address staff retention and turnover.

Teamwork and effective communication are essential as you will be communicating with the client, your team, peers and members of the management team.

Be able to identify and solve strategic issues and understand the needs of the internal and external customers.

Communicate clear expectations up front and hold your team or individual accountable for achieving results.

Perform regular production and quality reviews with each associate.

Coach associates on an ongoing basis and provide feedback that is meaningful to enhancing their effectiveness.

Prepare and deliver regular job performance reviews for each associate.

Partner with associates to create strong plans for development of core competencies and skills.

Continuously analyze current processes in order to seek process improvements.

Reporting and review of associate standings for variable incentive compensation

Qualifications we seek in you

Minimum Qualifications / Skills

Strong leadership, written and verbal communication skills.

Leverage Reports/Information about Team to proactively coach agents.

Demonstrate and drive customer centricity.

Coaching, Planning and Organizing skills.

High on initiative and able to drive them independently.

Look for ways to improve/develop your team performance.

Positively re-enforce the strong behaviors seen.

Able to call out and properly coach on wrong behaviors.

Able to positively influence team members.

In work and shift schedules

High level of maturity, assertiveness, proactive and innovative

Ability to coordinate multiple activities under pressure.

Proficient in Microsoft Office (2007) applications (Excel and Powerpoint)
Bachelor's Degree in Commerce or any other stream.

Preferred Qualifications/ Skills

Customer Service and Collections experienced is preferred.

Excellent verbal and written communication skills

High on Energy

Excellent MS Office skills including MS Excel.

Team player.

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.