Management • Philippines
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, entrepr...Show more
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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 Care!
In this role, you are responsible in creating an inspiring and high performing team environment with a play as one team culture ensuring key business metrics are achieved.
Responsibilities
• Lead and motivate team members, enabling them to meet business objectives and exceed customer expectations
• Listen to team members’ feedback and resolve any issues or conflicts
• Delivery of team service level components, quality and productivity targets & indicators.
• People Management, including all HR related issues, as well as staff development.
• Oversee day-to-day operation
• Ownership and problem resolution
• Call monitoring support, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
• Conducting performance appraisal for the team.
• Compiling reports on team’s performance and customer feedback.
• Communication and being a focal point of dissemination of information from management to team and vice versa.
• Work closely with team members to solve customer problems. Also needs to understand the agent's problems and weaknesses.
• Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.
• Working with the Bank Contact Centre Senior Managers and Capability & Learning on training requirements for team members and suggesting changes to targets (where required) to suit the needs of the business.
• To coach and develop team members to create a high performing culture
• Effective management of teams and proactively forward planning and working with resource planning to ensure teams are adequately resourced to support business needs and ensuring key service metrics are consistently achieved
• To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components and standard targets.
• Recommendations for product and process development based on customer feedback and analysis of data.
• Offers solutions and suggestions for process and product improvement
• Have a strong understanding of challenges and gaps within and across the teams
• Ensure incidents are raised within 2 business days and actively managing incidents to resolution and remediation if necessary.
Qualifications we seek in you!
Minimum Qualifications / Skills
• Experience working within a customer-focused industry, e.g. Banking and Finance
• Relevant professional and/or supervisory experience
• Proven experience in leading Contact Centre/Collections teams
Preferred Qualifications/ Skills
• Applies broad understanding of a specialized discipline and basic understanding of other disciplines.
• Experienced understanding of own Sub‐Division/Division; and broad understanding of the overall Group and its competitive environment.
• Sets and achieves operational targets, objectives or service standards with a short to medium term focus, that directly impact the results of a department.
• Applies emerging technical capability within own operational area/department
• Analyze both routine and varied issues of differing complexity and modifies working methods/processes in own job, sometimes without the benefit of defined procedures.
• Applies good problem-solving skills as scope of issues may be only vaguely defined or difficult.
• Ability to work cohesively with senior staff when dealing with complex issues or larger clients, prospects, projects, accounts, relationships.
