Assistant Manager

4 weeks ago


Ahmedabad, Gujarat, India Genpact Full time

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 Assistant Manager, Customer Service

Responsibilities

• Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and challenges for the project

• Ensure Adherence to daily SLA's

• Leading, developing, and motivating Team Leaders/Front Line Manager's to encourage agents to deliver best-in-class service across all stages of the customer journey

• Anticipate and plan for new business. Device strategies to ensure the growth of program along with identifying and implementing process improvement that will maximize output and minimize cost

• Developing strong working relationships with key internal and external stakeholders to achieve business objectives

• Review financial information and adjust operational budgets to promote profitability

• Manage Hiring and ensuring that the process always has appropriate levels of skilled resource

• Monitor Quality metrics, provide insights & analysis and offer recommendations to the QA team

• Create weekly/monthly review decks which covers executive summary, Highlights, Lowlights, RCA and effective action plans and present the same to the client and internal leadership 
Qualifications we seek in you
Minimum Qualifications/ Skills

• Any Graduate

• Managing the UPI or online payment apps 

• BPO Back office operations or handling tickets

• Stakeholder management

• Excellent Analytical & Communication skills 

• Self-motivated and execution-oriented 

• Ability to work on Multi Tasks and should be flexible 

• Team worker and should have people/peer management experience 

• Customer Management exposure and good presentation skills are a must

• Ability to work & communicate with people across the organizational unit 

• Good interpersonal & Management skills 
Preferred Qualifications/ Skills

• MS-Office skill (Advance Excel) 

• Project management experience

• Relevant experience in a BPO/KPO


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