Leader in Customer Experience

4 days ago

Hyderabad Secunderabad Telangana, India beBeeCustomer Full time ₹ 1,04,000 - ₹ 1,30,878

At the forefront of AI and digital innovation, we are shaping the future of work.

We drive change for global enterprises, tackling their most complex challenges with advanced technology solutions. From large-scale models to agentic AI, our breakthroughs help companies get ahead and stay ahead.

This is your moment to make a lasting impact – to be part of a team that’s pushing boundaries every day. Join us in accelerating careers, getting hands-on experience, mentorship, and continuous learning opportunities.

As a Senior Manager / Manager, Customer Service, you will:

  • Respond to customer inquiries and problem escalations, resolving issues proactively.
  • Lead operations, spearheading processes for excelling business targets, meeting all people management metrics: Attrition, Manpower requirement, Capacity planning, Utilization and Scheduling, Efficiency per person, Monitoring, Time Management, Seat Utilization, Statement of Work, Business Continuity Plan, Reports, Dashboards.
  • Drive Continuous Improvement Initiatives, developing and implementing measurement systems, providing insightful analytics around the metrics.
  • Communicate with customers regularly, discussing operational issues and delivery, raising issues & building relationships, understanding customer & client issues proactively, fixing to get the delight factor.
  • Set goals for the team, communicating goals on a regular basis, coaching & mentoring people – motivating team with excellent people touch.

You will have the opportunity to develop deep technical expertise and data orientation in controllership, Management Information System and Service delivery, preparing dashboards and understanding current Business processes, suggesting improvements.

To succeed in this role, you must possess:

  • Any graduate qualification
  • Relevant experience in a BPO/KPO environment
  • Ability to handle large teams
  • Customer Management exposure and good presentation skills
  • Excellent English language proficiency

Benefits include:

  • Accelerating your career – Get hands-on experience, mentorship, and continuous learning opportunities
  • Working with bold thinkers and problem-solvers who push boundaries every day
  • Thriving in a values-driven culture – Our courage, curiosity, and incisiveness allow your ideas to fuel progress

Genpact is an Equal Opportunity Employer. We consider 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.

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