Assistant Manager - Customer Service

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125000 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 Assistant Manager Customer Service FLM

The Team Leader Operations is responsible for the daytoday supervision of a group of BPO associates. This position ensures performance metrics are achieved by providing adequate coaching motivation and accountability.

Responsibilities

• Responsible for the daytoday supervision of a group of BPO associates including work and attendance monitoring in accordance with the organization policy as well as applicable Client & legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues develop action plans for improvement & implement corrective actions as required.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes policies and procedures. Attend required manager development trainings

Promote the Genpact values through both behavior and attitude including being an advocate for team members.

Qualifications we seek in you!

Minimum Qualifications/ Skills

Any graduate

Strong attention to detail

Basic Knowledge of Operating System mobile technology Software Hardware & MS office.

Highly motivated individual with skills to develop and coach team members to achieve performance expectations

Work well under pressure and follow through on items to completion

Strong communication skills both written and verbal

Ability to lead team in multitasking prioritization and meeting timelines on deliverable

Ability to mentor coach and provide direction to a team of employees

Preferred Qualifications/ Skills

OEM experience Hardware & troubleshooting experience Semi Tech process experience.

Previous experience in a customer service role chat/voice

Problem solving skills with customer centric approach

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 respect and integrity customer focus and innovation. Get to know us at www.genpact 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.