Manager - Customer Service
Manager - Customer Service
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Job Description
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 Manager Customer Service
This requirement is for a client which provides services globally some of the products include (but not limited to) Mobile Network Ecommerce platform Mobile handset tech support Fintech etc. We provide support to end customers through Chat Voice and Email channels.
Responsibilities
In this role you are required to identify assess and complex problems in your area of responsibility
Lead contact center operations with the best services & as per customer satisfaction with large number of folks
To empower develop and inspire our operational service team to deliver the best customer experience at a consistently high level
To identify & prioritize productivity opportunities to reduce repetitive administrative tasks & drive ability to grow the business
Coordinate with multiple stakeholders along with support team in the best interest of the business and run it smoothly
Engage operations and support functions for ensuring the success of the program
Handle clients and internal business and partner with them to effectively run the outsourced program
You will need to create solutions in situations which requires an indepth analysis/evaluation of variable factors
Plan alignment to strategic direction set by senior management when establishing nearterm goals
Ability to Act independently to determine methods and procedures on new assignments
You will need to flag risks to clients and internal stakeholders and propose action plans where needed
You will need to have an innovative mindset to identify improvement opportunities to optimize processes decrease costs and increase client value
You would require transformation mindset and eye for identifying automation/process improvement opportunities
Qualifications we seek in you!
Minimum Qualifications/ Skills
Any graduate
Excellent experience in Telecommunications or Telemedia business (Mobile support)
Previous experience as an operations manager with a team size of 100 Associates
Experience in directly leading and running an Operations team and be directly accountable for outcome metrics per the agreed SLA by the clients
Understanding of Performance measurements and ability to lead daytoday performance such as Productivity CSat Efficiency Shrinkage among others
Identifying and leading continuous improvement projects through Lean & Six Sigma Tools for achieving better business outcomes
Outstanding customer relationship skills and experience in a client facing role
Experience in representing the Program independently in client reviews and visits
Advanced customer focus and customer service skills
Exceptional coaching skills to motivate employees
Great verbal and written communication skills
Ability to remain calm and in control in high octane situations
Preferred Qualifications/ Skills
LEAN/Six Sigma Trained Tested and Certified
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 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.
Required Experience:
Manager
Employment Type
Full-Time
