Manager - Customer Service-HIG021833

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

This requirement is for a client which provides services globally some of the products include (but not limited to) Mobile Network, E-commerce platform, Mobile handset tech support, Fintech, etc. We provide support to end customers through Chat, Voice and Email channels.

Responsibilities
• In this role you are required to identify, assess and complex problems in your area of responsibility
• Lead contact center operations with the best services & as per customer satisfaction with large number of folks
• To empower, develop and inspire our operational service team to deliver the best customer experience at a consistently high level
• To identify & prioritize productivity opportunities to reduce repetitive administrative tasks & drive ability to grow the business
• Co-ordinate with multiple stakeholders along with support team in the best interest of the business and run it smoothly
• Engage operations and support functions for ensuring the success of the program
• Handle clients and internal business and partner with them to effectively run the outsourced program
• You will need to create solutions in situations which requires an in-depth analysis/evaluation of variable factors
• Plan alignment to strategic direction set by senior management when establishing near-term goals
• Ability to Act independently to determine methods and procedures on new assignments
• You will need to flag risks to clients and internal stakeholders and propose action plans where needed
• You will need to have an innovative mindset to identify improvement opportunities to optimize processes, decrease costs and increase client value
• You would require transformation mindset and eye for identifying automation/process improvement opportunities

Qualifications we seek in you!

Minimum Qualifications/ Skills
• Any graduate
• Excellent experience in Telecommunications or Telemedia business (Mobile support)
• Previous experience as an operations manager with a team size of 100+ Associates
• Experience in directly leading and running an Operations team and be directly accountable for outcome metrics per the agreed SLA by the clients
• Understanding of Performance measurements and ability to lead day-to-day performance such as Productivity, C-Sat, Efficiency, Shrinkage among others
• Identifying and leading continuous improvement projects through Lean & Six Sigma Tools for achieving better business outcomes
• Outstanding customer relationship skills and experience in a client facing role
• Experience in representing the Program independently in client reviews and visits
• Advanced customer focus and customer service skills
• Exceptional coaching skills to motivate employees
• Great verbal and written communication skills
• Ability to remain calm and in control in high octane situations

Preferred Qualifications/ Skills
• LEAN/Six Sigma – Trained, Tested and Certified

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, ****** 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.

Job

Manager

Primary Location

India-Hyderabad

Schedule

Full-time

Education Level

Bachelor's / Graduation / Equivalent

Job Posting

Apr 8, 2025, 6:34:16 AM

Unposting Date

Ongoing

Master Skills List

Operations

Job Category

Full Time