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

Function: Operations

Job Summary:

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

• This is a full-time role who will report to the Operations Manager as a Lease Dimensions Front Line Manager
• Handle a Team of 10-13 FTEs and be responsible for day-to-day quality assurance, monitoring and coaching of the team
• Identify opportunities for skills or knowledge enhancement plans
• Responsible for overall Agent Development Plan with SMART action plan documentation on weekly and monthly basis
• Perform weekly trending-based coaching to manage team members’ performance
• Manage Supervisor Calls and Escalations
• Conduct behavioral based coaching
• Create a fun productive working environment
• Initiate Employee Engagement initiatives both for employee retention and metric performance improvement to impact site KPI
• Establish and maintain effective working relationships with peers and support teams
• Foster and support a diverse team environment across differences (race, age, gender, sexual orientation, etc.)
• Closely coordinate with workforce team in managing Attendance and Schedule Adherence

Other Responsibilities

• Mentoring and career development with processors and specialists
• Provide input for hiring, promotions and staff reviews
• Facilitate regular 1 on 1 meetings and direct goal development and progress
• Monitor and approve vacation and time off requests
• Reconcile time card records for non-exempt employees and closing payroll in a timely manner

Qualifications we seek in you
Minimum Qualifications / Skills

• Strong Interpersonal Skills and able to work under minimal supervision
• Proficiency in coaching skills and with high level of confidentiality and professionalism
• Excellent Analytical Skills and Microsoft Excel Knowledge is an advantage

Preferred Qualifications/ Skills
• To perform this job successfully, an individual should perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• Ability to read and comprehend simple instructions, short correspondence, and memos
• Ability to write simple correspondence
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
• Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations
• Possess the following key behaviors: Accountability, Planning and Organization, Teamwork, Flexibility and Problem Solving

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.