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 [Manager], [Customer Care]
In this role, you will be responsible for owning the business unit to its maximum potential. 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 your direct reports and meeting defined quality, customer experience and efficiency requirements.
You will lead and assist in the growth and retention of our core business by coordinating business health to ensure that processes/activities/initiatives are carried out in accordance with established specifications, schedules, and budgets, minimize delays, review program status and plan future actions.
Responsibilities
This is a full time role and would involve handling various tasks like the following (indicative - but not limited to:
Directs a team of managers and supervisor in day-to-day functions, including advising, planning, supervising and evaluating the work of assigned staff.
Coordinates work flow to achieve the volume encouraged to meet operational requirements. Approves special price concessions, quotes, fee allowances or adjustments
Develops staff by assessing strengths and weaknesses, promotes training and career planning; mentorship unit members for career development. Provides input into hiring decisions.
Supervises performance of staff members according to established monitoring standards. Provides performance feedback on peers and lower level associates, and prepare fair, accurate, and detailed performance reviews.
Develops relationships and communicate issues of importance within the department and/ or business unit.
Identifies internal and external resources to achieve established business goals within specified parameters; manages expenses in compliance with financial practices and standards; assists with development of departmental budget.
Recognizes and recommends operational improvement. Promotes and maintains the accuracy and quality of services, deliverables, and content; direct process improvement projects.
Uses appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility while progressing in project work.
Monitors and ensures compliance with department, business unit, and First Union policies as well as regulatory agency standards and practices.
Performs other duties that maybe assigned from time to time.
Bachelor’s Degree in Business related area
Experienced supervisor in a larger or more sophisticated unit
Meaningful experience
Meaningful supervisory or lead role experience
Experience in Team Management, performance management
Experienced in MS Office applications (Excel, Word, PPT)
Experience in a Customer service, Financial account an advantage
Excellent communication skills – comprehension, articulation, effective listening and writing.
Qualifications we seek in you
Minimum Qualifications
Graduate, preferred in Management and Psychology or related work experience.
Communication- Ability to coach and motivate front line managers and supervisors to ensure quality and complaint interactions are handled effectively. Listening is also very important.
Excellent oral and written communication skills in English, the ability to read and interpret documents such as standard operating procedures, to speak effectively and informatively and respond to customers over the phone or by email.
Leadership, People management, analytical, project management result-oriented, multitasking, contact center experience, Persuasive, precision, customer focus, problem solver, decision maker, process oriented, interpersonal flexibility, effective collaboration.
Preferred Qualifications/ Skills
Healthcare Experience
Experience working in a call center or management role
Adaptability and Resilience
Ability to multi-task and manage time effectively.
Knowledge of Voice and Non-Voice domains would be an added advantage.
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.