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. Senior

Responsibilities

Handle a Team of 15-20 Tech support Reps and be responsible for day-to-day delivery of targets, quality assurance, monitoring and coaching of the teamIdentify opportunities for skills or knowledge enhancement plansResponsible for overall Agent Development Plan with SMART action plan documentation on weekly and monthly basisPerform weekly trending-based coaching to manage team members’ performanceConduct behavioral based coachingCreate a vibrant environment for fun working environmentInitiate Employee Engagement initiatives both for employee retention and metric performance improvement to impact site KPIEstablish and maintain effective working relationships with peers and support teamsFoster and support a diverse team environment across differences (race, age, gender, sexual orientation, etc.)Closely coordinate with workforce team in managingAttendance and Schedule AdherenceMentoring and career development with processors and specialistsProvide input for hiring, promotions and staff reviewsFacilitate regular 1 on 1 meetings and direct goal development and progress

Qualifications

Proven experience in Technical Support / Customer Service operationsStrong Interpersonal Skills and able to work under minimal supervisionExcellent Attendance record and Schedule Adherence Proficiency in coaching skills and with high level of confidentiality and professionalismExcellent Analytical Skills and Microsoft Excel Knowledge is an advantageRelevant experience as a team leader, in terms of team and performance management

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.