Senior Manager

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 Senior Manager Manager Customer ServiceResponsibilities Respond to customer inquiries and problem escalations Proactively resolve people issues and ensure that attrition is well below the defined target Leading operations and spearheading processes for excelling business targets for the Business Unit Meet all people management metrics Responsible for Attrition Manpower requirement Capacity planning Utilization and Scheduling Efficiency per person Monitoring Time Management Seat Utilization Statement of Work Business Continuity Plan Reports Dashboards other deliverables as required Driving Continuous Improvement Initiatives Develop and implement measurement systems and provide insightful analytics around the metrics Deep technical expertise and data orientation in controllership Management Information System and Service delivery Communicate with the customer on a regular basis to discuss operational issues and delivery raise issues build relationships understand customer client issues proactively fix to get the delight factor Set goals for the team and communicate goals on a regular basis Coach mentor people Motivating team with excellent people touch Efficiency and Process Transformation commitment and upstream improvement opportunities using Lean Six Sigma Reconciliations of client reports Leading calls with clients and other business functions Running of projects independently Preparation of dashboards and ability to understand current Business processes and suggest improvements Key for details Qualifications we seek in you Minimum Qualifications Skills Any graduate Relevant experience in a BPO KPO Should have handled large teams Customer Management exposure and good presentation skills is a must Excellent in English Language Preferred Qualifications Skills Excellent Analytical Communication skills Preferably the candidates prior experience in Internet based accounts and Customer service industry Ability to work communicate with people across organizational unit Excellent interpersonal Management skills LEAN Six Sigma Trained Tested and Certified High 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