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]

In this role, We are seeking a highly motivated and experienced Operation Manager to join our contact center team. The ideal candidate will have a strong background in managing operations in a contact center environment, with a focus on client management and customer satisfaction. The Operation Manager will be responsible for overseeing the day-to-day operations of the contact center, ensuring efficient and effective delivery of services to our clients

Responsibilities

Manage and oversee the daily operations of the contact center, including but not limited to, call handling, workforce management, and quality assurance.

Develop and implement strategies to improve overall performance and productivity of the contact center.

Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement corrective actions.

Ensure compliance with company policies and procedures, as well as industry regulations.

Train, coach, and mentor contact center staff to ensure high-quality service delivery.

Handle client escalations and maintain strong relationships with clients.

Conduct regular performance evaluations and provide feedback to team members.

Stay updated on industry trends and best practices to continuously improve the contact center operations.

Qualifications we seek in you

Minimum Qualifications / Skills

Minimum of a Bachelor's degree in any field or a related field.

Lean Six Sigma trained and tested.

Good experience in managing operations in a contact center environment.

Excellent communication skills, both written and verbal.

Experience in handling contact center tools and technologies.

Preferred Qualifications/ Skills

Strong client management skills.

Understanding of customer satisfaction methodology.

Flexibility to work early shift timings (IST 1:00 am onwards) and weekends.

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.