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, Works with operations team in providing detailed reporting to assess agent, FLM, and site performance in accordance to contractual obligations to clients.

Responsibilities

Attend to more complicated reporting requirements as required by business

Monitors and manages activities to support service level agreements for Philippines

Maintains regular connect with clients and stakeholders

Monitors real-time agent schedule adherence

Monitors attendance

Optimizes breaks the day of or day before the actual schedule

Conducts root cause analysis of SLA deviations, action plan development and resolution

Inputs daily exception request then updates schedules

Administers entitlement planning and scheduling recommendations to client partners

Produces and analyzes daily efficiency reports

Publish reports required by stakeholders

Attends centralized or site management meeting, as required

Other assigned tasks as required by the business

Knowledge on collections is an advantage

Forecast required Head Count for incoming business (Staffing requirement and forecasting)

Qualifications we seek in you

Minimum Qualifications

Above average MS Excel skills, highly familiar with raw file report crafting, pivots and advanced excel formulas

Strong personal and interpersonal skills

Comfortable to have discussions with operations and clients

Excellent analytical skills

Able to work with minimal supervision

Familiar working with Microsoft Office Applications (Word, PowerPoint, Outlook)

Preferred Qualifications/ Skills

Previous experience in workforce management – real-time and floor management, creating workforce SOPs, and SLA management is an advantage

Excellent verbal communication and customer service skills

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 www.genpact.com and on X, 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.