AM Customer Care Team Lead

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 Assistant Manager Team Lead Customer Service
We are seeking a dynamic and experienced First Line Manager (FLM) to serve as an operation supervisor in our customer service team supporting research support analysts. The ideal candidate will have a strong background in customer service operations and possess excellent leadership skills to drive team performance and ensure exceptional service delivery.
Responsibilities
Team Leadership:
oLead and manage a team of research support analysts providing guidance and support to achieve service excellence.
oFoster a positive and collaborative work environment that encourages professional growth.
Operational Management:
oOversee daily operations to ensure efficient workflow and adherence to service standards.
oImplement process improvements to enhance productivity and customer satisfaction.
Performance Monitoring:
oTrack and analyze team performance metrics like CSAT AHT etc. identifying areas for improvement.
oConduct regular performance reviews and provide constructive feedback to team members.
Customer Service Excellence:
oEnsure the delivery of high-quality customer service by addressing client inquiries and resolving issues promptly.
oDevelop strategies to improve customer experience and satisfaction.
Training and Development:
oTraining sessions for team members to enhance their skills and knowledge.
oStay updated on industry trends and best practices to incorporate into training programs.
Qualifications we seek in you!
Minimum Qualifications
Minimum of a bachelors degree in any graduation or degree in related field.
Preferred Qualifications/ Skills
Relevant years of experience in a supervisory role within customer service operations.
Strong leadership and interpersonal skills.
Excellent problem-solving abilities and attention to detail.
Proficiency in customer service software and tools.
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.