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, Trust and Safety

This role is expected to spend seventy percent of their time dedicated to coaching, shadowing, and supporting their agents directly. Effective use of key dashboards and call activity reporting to ensure excellent performance.

Responsibilities

The Team Lead’s responsibilities include but are not limited to the following:

• Team Lead is expected to spend seventy percent (70%) of their time dedicated to coaching, shadowing, and supporting their agents directly. Effective use of key dashboards and call activity reporting to ensure excellent performance

Ability to identify and grow talent, lead, motivate and coach team members to establish and develop an effective team; identify outliers and manage team’s performance to continuous achieve targets

Leading day-to-day operations – ensure consistent quality and efficiency across various channels. Ensure consistent performance to achieve targets and service levels

Effective communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents

Able to adapt quickly to changes in workflows/processes/procedures/product features

Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization

Able to clearly outline current performance drivers of their market and action to continuously improve

Qualifications we seek in you

Minimum Qualifications / Skills

Experience in leading a team of customer service representatives.

Candidate must possess minimally any Diploma/Degree

Outstanding customer service skills with strong communication in English – both oral and written skills. Ability to communicate effectively with all levels of management and peers, both internally and externally

Ability to explain what's driving their teams' performance in a concise and data driven way

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 and mentor all his/her team members to be motivated and engaged to grow their career with Genpact

Excellent analytical and problem-solving skills

Must have experience with a proven track record of extracting and manipulating data for analysis using Tableau, advanced Tools and Techniques in a fast-paced global technology company or a startup

High level of integrity as demonstrated personally and professionally

Act as a technical guide to help team in translating the business problems to the most appropriate mix of specific machine learning or data analysis tasks. Mentor team members with career planning and growth

Demonstrated proficiency in multi-tasking and prioritization

The ideal candidate will have a consistent track record for success and is known for their leadership, quality work and expertise within the supply chain arena. They need to have passion for inspiring change and innovation, invigorating a team, and building bridges to improve the value that is being delivered to clients

Previous personnel management experience with service/technical fields within Call Center environment or tech/service/sales industry

Familiarity with project management with moderate understanding of business process improvement methods

Understanding of departmental policies and procedures

Ability to explain what's driving their teams' performance in a concise and data driven way.

Should be flexible to work in twenty four by seven environment and rotational shift and week off. 

Preferred qualifications

Effective probing skills and analyzing / understanding skills.

Problem solving skills with customer centric approach.

Must be able to work on a flexible schedule (including weekend shift work)

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.