Senior Manager - Voice
Senior Manager - Voice
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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 Senior Manager Customer Service
Responsibilities:
1. Client need assessment & relationship management: This would involve understanding key client requirements delivery expectations and priority focus areas aiming towards smooth and surprise free account operations. Being at pace with clients expectations on KPI/ SLA delivery and governance ensuring health of all performance metrics stay Green and are regularly reviewed with Vendor Management team/ Client POCs
2. Service Design & Delivery Planning: Extensive coordination with Hiring Training & Quality Work Force Management & BHR teams to ensure employee life cycle for all resources in the account is seamless w.r.t. to onboarding the required skill set high emphasis on quality of Training and Knowledge management/ retention end to end adoption of client approved Quality framework and closely liaisoning with WFM team to operate with the agreed Capacity Plan
3. Client Communication & Feedback Management: Robust representation of performance updates project initiatives during WBRs MBRs & QBRs. Quick response time to prepare performance insights RCA and Action Plans
5. Performance Monitoring & Reporting: Leveraging client dashboards and GP reporting tools to track and drive performance for the account. Draw intelligent analytics from performance dashboards and provide vital performance insights to internal Genpact stakeholders and client teams.
Qualifications we seek in you:
Minimum Qualifications / Skills:
Leadership: Ability to inspire and lead a team towards achieving common goals.
Problem-Solving & Multi-skilling: Strong analytical skills to identify issues and develop effective solutions. Ability to handle complex tasks and deliver results within expected timeframe
Communication: Excellent verbal and written communication skills to interact with team members and client teams effectively
Adaptability: Ability to work in a 24x7 fast-paced environment and adapt to changing priorities.
Education Qualification: Graduate or Post Graduate in any field
Working Window: Mandatory readiness to work during US hours of operations i.e. Evening/ Night shifts (India time) with rotational week offs
o Shift window: 10 Hours shift (9 hours production 1 hour break)
o Shift timings in US Hours:
6:00 am - 3:00 pm MST
7:30 am - 4:45 pm MST
10:00 am - 7:00 pm MST
o Shift timings in IND Hours:
6:30 pm - 3:30 am IST
8:00 pm - 5:15 am IST
10:30 pm - 7:30 am IST
Advanced knowledge of MS Office tools strong analytical ability to read and draw inferences from dashboards and data represented on graphs
Ability to work in a fast-paced environment where standards of quality and timelines are established.
High integrity to ensure Compliance..
Relevant experience in International Voice IB/ OB - Customer Service/ Payments Processing related business.
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 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:
Senior Manager
Employment Type
Full-Time
