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 Senior Manager, Customer Care

This is a full time role and would involve handling various tasks like the following:
• Manage contractual obligations to clients
• Spearhead hiring activities on from agents to Managers

Responsibilities
• Ensure maximization of revenue and billing per contract
• Conduct performance reviews with Genpact and client stakeholders
• Provide support, instruction, and coaching to a team of front-line managers
• Manage floor coverage in a large team environment
• Actively pursue initiatives that aid team members in achieving individual and team Key Performance Indicators
• Work in tandem with the Manager to identify and address performance and developmental opportunities
• Establish and maintains effective working relationships with peers and partners in other business units with goal of optimizing client relationships
• First point of contact for customer escalated calls. Ability to foster and support a diverse team environment across differences (race, age, gender, sexual orientation, etc.)
• Help develop agents to be self-sufficient by helping them find the answers themselves
• Share thoughts on team and ideas on how to improve performance of the team, morale, etc.
• Identify process improvement opportunities to increase efficiency and effectiveness of team and still maintain an exceptional level of service to the customer. Make recommendations to the Manager
• Day to Day expectations may change

Qualifications we seek in you
Minimum Qualifications
• Bachelor’s degree
• Good communication and interpersonal skills
• High energy and commitment levels
• Proficient in MS Office (Excel, Word, Powerpoint, etc.)

Preferred Qualifications/ Skills
• Good analytical skills
• Customer Service experience is a must
• Experience in handling 100-300 FTEs end to end

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.