Assistant Manager - Customer Service-Do not post

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

Responsibilities
Develop implement and monitor daytoday operational systems and processes that provide visibility into goals progress and challenges for the project
Ensure Adherence to daily SLAs
Leading developing and motivating Team Leaders/Front Line Managers to encourage agents to deliver bestinclass service across all stages of the customer journey
Anticipate and plan for new business. Device strategies to ensure the growth of program along with identifying and implementing process improvement that will maximize output and minimize cost
Developing strong working relationships with key internal and external stakeholders to achieve business objectives
Review financial information and adjust operational budgets to promote profitability
Manage Hiring and ensuring that the process always has appropriate levels of skilled resource
Monitor Quality metrics provide insights & analysis and offer recommendations to the QA team
Create weekly/monthly review decks which covers executive summary Highlights Lowlights RCA and effective action plans and present the same to the client and internal leadership
Qualifications we seek in you
Minimum Qualifications/ Skills
Any Graduate
Managing the UPI or online payment apps
BPO Back office operations or handling tickets
Stakeholder management
Excellent Analytical & Communication skills
Selfmotivated and executionoriented
Ability to work on Multi Tasks and should be flexible
Team worker and should have people/peer management experience
Customer Management exposure and good presentation skills are a must
Ability to work & communicate with people across the organizational unit
Good interpersonal & Management skills
Preferred Qualifications/ Skills
MSOffice skill (Advance Excel)
Project management experience
Relevant experience in a BPO/KPO

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.