MT-Contact Center UK

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 Management Trainee Customer Care!
In this role you are to lead a team of collectors ensuring SLA delivery. You are expected to provide coaching call monitoring and issue disciplinary actions to your team.

Responsibilities
Leads a team of supervisors in daytoday functions including directing planning supervising and evaluating the work of assigned sta . Coordinates work flow to achieve the volume encouraged to meet operational requirements.
Plan and lead the of employee engagement rewards and recognition to help drive performance and mitigate attrition.
Develops sta by assessing Leadership proficiencies and promote training and career planning; coaches employees for career development. Provides input into hiring decisions.
Monitors performance of the cluster according to established standards. Provides performance feedback on Supervisors and Associates. Prepares fair accurate and detailed performance reviews. Accountable for meeting business goals. Coordinates with other units to ensure an alignment of processes to minimize revenue loss.
Develops relationships and communicates issues of importance within the department and/or business unit.
Recognizes and recommends operational improvement. Promotes and maintains the accuracy and quality of services deliverables and content and direct process improvement projects.
Uses appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility while handling special projects.
Monitors and ensures compliance with department business unit and regulatory agency standards and practices.
Identifies internal and external resources to achieve established business goals within specified parameters; manages expenses in compliance with financial practices and standards.
Performs other duties that maybe assigned from time to time.

Qualifications we seek in you!
Minimum Qualifications
Proficient in MS O ice (Excel Word Powerpoint etc.
Good analytical skills
Customer Service experience required
College Graduate
Can demonstrate outstanding active listening skills & probing; able to display solutionfocused approach & candoattitude at all times to build customer dedication

Preferred Qualifications/ Skills
Able to demonstrate empathy while improving chance to create rapport with the customer.
Has previous experience in meeting/driving Net Promote Score performance/expectations preferably in a customer service business for Consumer Credit Cards

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 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.