Customer Support Team Leader Assistant Manager GermanOnsite Lisbon!

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 Customer Support Team Leader Assistant Manager GermanOnsite Lisbon!
Responsibilities
Leading a team with responsibility for all daily activities impacting the customer experience.
Utilizing live legacy reports tooling and systems to understand what is happening at any point in time.
Coaching team members at all levels; development of poor performers whilst also inspiring top performers.
Providing guidance to reduce future escalations and get team members self-sufficient.
Improving customer experience by working cross functionally to optimize planning staffing performance management quality training.
Identifying customer improvement opportunities and turning these into impactful actions.
Leading the team for success in all metrics by monitoring the customer experience using relevant dashboard reporting and contact centre tools.
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 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
Qualifications we seek in you!
Minimum Qualifications
Vast experience in people management in a contact centre BPO vendor management environment
Fluency in English verbal and written.
Ability and thrives in a fast paced multicultural team.
A curious mindset that seeks to learn challenge the status quo and improve our business.
Encourage openness and transparency whilst respecting individuals privacy.
Respect & promote equality diversity and inclusion.
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 you will be experienced in implementing best practice customer service sales and account management within contact centres
Knowledge of solution design process procedures and operating models you will also be highly proficient with contact centre technology
Strong problem-solving skills with the ability to quickly identify key issues and provide effective solutions
Analytical with an understanding of trends.
Minimum B2 English & German
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.
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.