Management Trainee

3 days ago

Gurgaon, Haryana, India Genpact Full time

**Job Title:** Management Trainee - Customer Service Leader


**Job Summary:** We are seeking a highly motivated and customer-focused Management Trainee - Customer Service Leader to join our team at Genpact. As a Management Trainee - Customer Service Leader, you will be responsible for supervising a group of BPO associates and ensuring performance metrics are achieved.


**Key Responsibilities:**



  • Responsible for the day-to-day supervision of a group of BPO associates, including work and attendance monitoring in accordance with the organization policy and applicable Client & legal requirements.
  • Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
  • Identify performance-related issues, develop action plans for improvement, and implement corrective actions as required.
  • Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations.
  • Communicate expectations to employees and provide timely updates.
  • Provide subject matter expertise in handling escalated customer calls as needed.
  • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
  • Stay current on internal work processes, policies, and procedures. Attend required manager development trainings.
  • Promote the Genpact values through both behavior and attitude, including being an advocate for team members.

**Requirements:**



  • Any graduate.
  • Strong attention to detail.
  • Basic Knowledge of Operating System, mobile technology, Software, Hardware & MS office.
  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
  • Work well under pressure and follow through on items to completion.
  • Strong communication skills, both written and verbal.
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
  • Ability to mentor, coach, and provide direction to a team of employees.

**Preferred Qualifications:**



  • OEM experience, Hardware & troubleshooting experience, Semi Tech process experience.
  • Previous experience in a customer service role chat/voice.
  • Problem-solving skills with customer-centric approach.

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