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 Manager, Customer Service
Responsibilities

• In this role, you will be working as an Operations Manager, will be leading a team of employees and Front Line Managers
• Leading teams who will be working for Content Curation with Adwords Background for Genpact Clients
• This role will also involve working with new customer-experience management team of Genpact interfacing with multiple Genpact clients in mapping the customer experience journey, understanding market and customer expectations
• Lead and motivate a team of customer service representatives, SMEs and Team leads providing coaching, mentoring, and performance management.
• Develop and implement strategies to improve customer service processes, ensuring a seamless and positive customer experience across all channels (phone, email, chat, etc.).
• Analyze customer service data to identify trends, track key metrics (e.g., call handling time, customer satisfaction), and implement improvements.
• Set and monitor performance goals for the customer service team, ensuring adherence to service level agreements (SLAs).
• Develop and maintain knowledge base articles, FAQs, and other resources to empower both customers and service representatives.
• Identify and implement new technologies and tools to enhance customer service operations.
• Partner with other departments (e.g., WFM,TQP, LDT) to ensure customer needs are met effectively.
• Stay up-to-date on industry best practices and emerging trends in customer service

Qualifications we seek in you!
Minimum Qualifications/ Skills

• Excellent Analytical & Communication skills
• Excellent experience in leading large teams in the customer service environment. Be able to deliver optimum customer satisfaction and ensure that the teams remain engaged and motivated to grow their career with the organization
• Should be professional from the Customer Experience management leader with Fin-Tech industry background
• Problem Solving: Should be tactical and be able to solve day to day operations issues and should be able to understand Service Delivery metrics
• Time Management: Should be able to manage his/her own time well and coach front line managers and agents staff to do the same
• Out of box thinking : Use initiative and demonstrate creativity in solving problems for Genpact customers
• self-motivated and execution-oriented
• Ability to work on Multi Tasks and should be flexible
• Project management experience
• Team worker and should have people/peer management experience
• Customer Management exposure and good presentation skills are a must
• Relevant experience in a BPO/KPO
• Ability to work & communicate with people across the organizational unit
• Good interpersonal & Management skills

Preferred Qualifications/ Skills

• Good to have experience in Digital ad marketing and adwords background
• MS-Office skill (Advance Excel)

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.