AM- Customer Care
AM- Customer Care
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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 Assistant Manager-Customer Services
Responsibilities:
People handling
Manage floor coverage in team environment to drive performance
Provide support instruction and coaching to a team of 20-25 front-line agents
Actively pursue initiatives that aid team members in achieving individual and team Key Performance Indicators
Work in tandem with the Supervisor to identify and address performance and developmental opportunities
Foster and support a diverse team environment across differences (race age gender sexual orientation etc.)
Coordinate daily schedule with Supervisor and set daily coaching activities
Provide non-critical quality feedback (Call Quality exposure)
Lead team huddles and discuss product/process updates (Training exposure)
Promote and drive performance blitzes & contests
Establish and maintains effective working relationships with peers and partners in other business units with goal of optimizing Citi Brands client relationships
First point of contact for customer escalated calls
Help develop agents to be self-sufficient by helping them find the answers themselves
Share thoughts on team and ideas on how to improve performance of the team morale etc.
Day to Day expectations may change
Qualifications we seek in you!
Minimum Qualifications
Candidate must possess minimally any Diploma/Degre
Prior experience of working in Collections and Customer Experience centric environment
Prior experience in supervisor role
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. For more information visit . Follow us on Twitter 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.
Employment Type
Full-Time
