Manager-Bfs041395

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 Care!ResponsibilitiesManage contractual obligations to clientsSpearhead hiring activities from agents to ManagersEnsure maximization of revenue and billing per contractConduct performance reviews with Genpact and client stakeholdersProvide support, instruction, and coaching to a team of front-line managersManage floor coverage in a large team environmentActively pursue initiatives that aid team members in achieving individual and team Key Performance IndicatorsWork in tandem with the Manager to identify and address performance and developmental opportunitiesEstablish and maintain effective working relationships with peers and partners in other business units with the goal of optimizing client relationshipsAct as the first point of contact for customer escalated calls and foster a diverse team environment across differences (race, age, gender, sexual orientation, etc.

Help develop agents to be self-sufficient by guiding them to find the answers themselvesShare thoughts on team dynamics and ideas on how to improve performance and moraleIdentify process improvement opportunities to increase efficiency and effectiveness of the team while maintaining exceptional service to customersMake recommendations to the ManagerDay to Day expectations may change.Qualifications we seek in you!Minimum Qualifications / SkillsGood communication and interpersonal skillsHigh energy and commitment levelsCustomer Service experience is a mustExperience in handling 100-300 FTEs end to endPreferred Qualifications / SkillsProficient in MS Office (Excel, Word, PowerPoint, etc.

Good analytical skills

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