Job Description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI
Inviting applications for the role of Management Trainee, Customer Service /Trust and Safety!
In this role, Manage the day-to-day operations in accordance with requirements and SLAs. Prompt identification by investigating deviations and resolution of Service delivery issues including implementation of preventative measures.
Responsibilities

• Provide exceptional people management, mentorship, and career development to members of your team, achieve low attrition levels and high employee engagement
• Analytical bent of mind with the ability to root cause basis data and drive decisions
• Drive Operations teams to deliver continuous improvement and productivity/quality gains
• Flag and escalate business risks timely to the client/supervisor
• Interact with site lead and/or SDLs to understand any business reporting, data analytics requirements on regular basis
• Drive performance management process based on the framework.
• Ensure that our clients receive the highest level of operational customer service
• Liaise with cross-functional teams on structuring and executing operational and strategic services and programs
• Responsible for the KRAs (ART, Throughput, Occupancy, Shrinkage) and operations of agents who will be reporting into them, Responsible for managing defined KRA's
• They take daily team huddles to discuss agent's performance on the previous days, set up their goals & prioritize queues which needs attention
• Perform Bottom quartile management to identify agents who needs attention and help them come up the learning curve
• Lead a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper, more scalable solutions
• Come up with projects involving quantitative analysis, industry research, and strategy development, working directly with cross-functional teams to problem solve analytical approaches and develop solutions

Qualifications we seek in you!
Minimum Qualifications / Skills

• English Level C1
• Any Graduate
• Strong understanding of social media products and services
• Excellent customer service skills, including the ability to communicate effectively and empathize with customers.
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical skills
• Ability to prioritize and manage multiple tasks simultaneously.
• Excellent written and verbal communication skills

Preferred Qualifications/ Skills

• Experience with customer relationship management (CRM) systems
• Experience with troubleshooting technical issues
• Experience with data analysis
• Ability to perform well in a highly dynamic, rapidly changing environment.
• Creative, outside-the-box thinker and strategist.
• Excellent communication and presentation skills.
• A team player and collaborator

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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube. 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.

Skills Required