Manager-Contact Center UK

Ready to shape the future of work
At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industryfirst accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From largescale models to agentic AI our breakthrough solutions tackle companies most complex challenges.
If you thrive in a fastmoving techdriven environment love solving realworld problems and want to be part of a team thats shaping the future this is your moment.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cuttingedge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.
Inviting applications for the role of Manager Customer Care!
In this role you are to lead a team of 1518 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 execution 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
At the least HV70 in previous evaluations
No active CAP
College Graduate
Can demonstrate outstanding active listening skills & probing; able to display solution focused 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

Why join Genpact
Be a transformation leader Work at the cutting edge of AI automation and digital innovation
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your career Get handson experience mentorship and continuous learning opportunities
Work with the best Join 140000 bold thinkers and problemsolvers who push boundaries every day
Thrive in a valuesdriven culture Our courage curiosity and incisiveness built on a foundation of integrity and inclusion allow your ideas to fuel progress
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.

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.
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.