Operations Assistant Manager – English – On site Johannesburg

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 industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving tech-driven environment love solving real-world 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 cutting-edge 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 Operations - Assistant Manager English On site Johannesburg

Responsibilities

Leadership: Ability to inspire and lead new hire batches and Production teams towards achieving common goals in the direction of knowledge management and retention.

Problem-Solving: Strong analytical skills to identify issues and develop effective solutions.

Communication: Excellent verbal and written communication skills to interact with team members and customers effectively.

Adaptability: Ability to work in a 24x7 fast-paced environment and adapt to changing priorities.

Lead and manage: Oversee the daily operations of the voice customer service and outbound call team ensuring high-quality service delivery.

Performance monitoring: Track and analyze team performance metrics providing regular feedback and coaching to improve efficiency and effectiveness.

Qualifications we seek in you:

Minimum Qualifications / Skills:

Training and development: Develop training programs to enhance team skills and knowledge fostering a culture of continuous improvement.

Customer satisfaction: Ensure customer inquiries and issues are resolved promptly and effectively maintaining high levels of customer satisfaction.

Process improvement: Identify opportunities for process enhancements and implement strategies to optimize service delivery.

Reporting: Prepare and present regular reports on team performance customer feedback and operational challenges to senior management.

Preferred Qualifications:

Experience: Relevant experience in a supervisory role within customer service or call center operations.

Skills: Strong leadership communication and problem-solving skills. Proficiency in CRM software and call center technologies.

Attributes: Ability to work under pressure manage multiple priorities and adapt to changing business needs.

Education Qualification: Graduate or Postgraduate in any field

Advanced knowledge of MS Word & Excel.

Ability to work in a fast-paced environment where standards of quality and timelines are established.

High integrity to ensure compliance.

Ability to work effectively in a team.

Relevant experience with international IB/ OB Voice process

Mandatory experience in Training and/ or Quality function as Process Trainer and/ or Quality Auditor

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 hands-on experience mentorship and continuous learning opportunities
Work with the best Join 140000 bold thinkers and problem-solvers who push boundaries every day
Thrive in a values-driven 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.

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