Assistant Manager Front Line Manager onsite Richardson TX

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 enterprisesglobally.Through ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead.Powered by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow today.Get to know us atand onLinkedInXYouTube andFacebook.

Inviting applications for the role of Assistant Manager Operations!

In this role The Assistant Manager is responsible for leading the team for success in all metrics by monitoring the customer experience using relevant dashboard reporting and contact centre tools.

Responsibilities

Coaching team for success turning all contacts into a learning improvement opportunity.

Using performance management systems to understand team members performance and gaps.

Collaborating with CXO on product process and CX improvement programmes.

Identifying customer improvement opportunities and recommending impactful solutions whilst collaborating with relevant leads to deliver on solutions

Meet with the client team weekly or as is needed to align on customer experience performance and programmes

Stay connected to the customer by spending at least one hour daily working on queries and handling occasional escalated issues.

Facilitating weekly huddles with agents focused on topics or metrics

Understand the top user issues and make recommendations to improve products and policies; support the team in being the voice of the customer to the rest of the company. Tell the story by bringing clear insights and numerical impact.

Qualifications we seek in you!

Minimum Qualifications

Relevant People management experience in a contact center BPO vendor management environment

Ability and thrives in a fast-paced multicultural team.

A curious mindset that seeks to learn challenge the status quo and improve our business.

o Someone who is as interested in team success as personal success. A team player who can build a championship team.

An inspiring coach who can meet team members and their level and develop to top performers or promotion.

Understanding the differences in mindsets type of learners ability to apply different motivation techniques and coaching styles.

An excellent communicator proficient in communicating at all levels and channels.

Experienced in delivering high-quality results relating to contact center metrices such as CSAT FCR Schedule adherence and the likes.

With knowledge of solution design process procedures and operating models you will also be highly proficient with contact center technology

Strong problem-solving skills with the ability to quickly identify key issues and provide effective solutions

Analytical with an understanding of trends

Proficient in Googe Suite - Gmail Calendar Slack and Google Meet

Preferred Qualifications/ Skills

Experience working in Banking & Financial companies (traditional and crypto)

Experience in a lean principals or other customer centric program

Proficient in MS Office Excel Power Point

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.

The approximate annual base compensation range for this position is $60000 to $68000. The actual offer reflecting the total compensation package plus benefits will be determined by a number of factors which include but are not limited to the applicants experience knowledge skills and abilities; geographic location; and internal equity

Dallas Metro Richardson TX area candidates are eligible for this role only.

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.