Customer SupportService Delivery Lead Manager EnglishOnsiteLisbon!

Lisbon - Portugal

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

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 SupportService Delivery Lead - Manager EnglishOnsiteLisbon!
Responsibilities
Lead a team of high performing customer service voice agents
Manage and support initiatives aimed at streamlining operations and improving customer experience metrics.
Achieve SLAs productivity and quality metrics for your line of business/team members.
Provide leadership and mentorship across key areas like performance management learning & development and leadership skills.
Collaborate cross-functionally with Program Quality and Training teams to improve existing workflows and processes.
Utilize an in-depth understanding of metrics to drive data-backed business decisions.
Continuously add value through effective project management dedicated prioritization and efficient execution.
Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

Qualifications we seek in you!
Minimum Qualifications
Customer obsessed motivated by crafting a seamless support experience for our global customer base.
Vast relevant experience in financial services technology and/or customer support.
People management experience in an operations environment.
Ultra proactive in identifying opportunities proposing solutions and demonstrating a bias for action in executing solutions.
Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.
Ability to work independently and as part of a team with a high level of self-motivation personal accountability and natural curiosity.
Exceptional organizational and time management skills with the ability to prioritize tasks and manage competing deadlines.
Drives urgency and adapts flexibly to evolving needs in a complex fast-paced and high-growth environment.
Availability to work shifts on weekends and outside of the standard workday.
Excellent communication skills (written verbal and in presentation format) ability to simplify complex topics for broad audiences.
Minimum B2 English.

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.

Required Experience:

Manager