Am- Customer Care

**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.**

**Position Overview**:
**As a**n**Assistant Manager /**Management Trainee**you will**be responsible for driving team performance and ensuring exceptional customer experiences. Your focus will be on coaching, guiding, and empowering your team to exceed operational metrics while collaborating cross-functionally to **identify** and implement impactful improvements. This role combines strategic oversight with hands-on involvement, ensuring both team success and a direct connection to our customers.

**Responsibilities**

**Team Leadership and Development**

**Lead and inspire a high-performing team responsible for delivering exceptional customer support.**

**Use live and legacy reports, tools, and systems to**monitor** team performance and**identify** areas of improvement in real-time.**

**Coach team members of varying skill levels, focusing on skill development for poor performers while inspiring top performers to achieve greater heights.**

**Provide** hands-on guidance through a "show me rather than tell me**" approach** to build team independence and confidence.**

**Foster a culture of continuous learning by turning daily customer interactions into opportunities for growth and improvement.**

**Customer Experience Optimization**

**Collaborate with**customer service** teams on product, process, and customer experience improvement initiatives.**

**Proactively**identify** customer improvement opportunities and turn them into actionable solutions.**

**Partner with stakeholders to deliver impactful changes that align with business**objectives** and customer needs.**

**Stay engaged with customer queries for at least one hour daily, managing escalations and gaining insights into top user challenges.**

**Operational Excellence**

**Monitor customer experience metrics through dashboards and contact**center** tools, ensuring success across KPIs like issue resolution, FCR, AHT, transfers, and productivity & hygiene.**

**Facilitate weekly huddles with agents to focus on key topics, metrics, and areas for improvement.**

**Analyse trends and use data-driven insights to make recommendations that improve policies, processes, and products.**

**Act as the voice of the customer, presenting clear insights and measurable impacts to stakeholders.**

**How Your Success Will Be Measured**

**Achievement of daily, weekly, and monthly KPIs.**

**Customer satisfaction through metrics like issue resolution, FCR,**CSAT**,**Quality & Hygiene**.**

**Improvement in team productivity and operational efficiency.**

**Qualification**

**Minimum Qualifications**

**Any graduate**

**Relevant** experience** i**n** managing teams in a contact**centre**, BPO, or vendor management environment.**

**Fluency in English (verbal and written).**

**Strong knowledge of solution design processes, operating models, and contact**centre** technology.**

**Must have**worked** & should be comfortable with**

**24*7 work environment**

**100% work from office**

**Night shifts**

**Core Competencies**

**Thrives in a fast-paced, multicultural environment with a curious mindset to challenge the status quo.**

**Excellent communicator skilled at engaging at all levels of the organization.**

**Inspiring coach with a deep understanding of motivation techniques and diverse learner types.**

**Analytical problem solver with a strong ability to**identify** trends and provide actionable solutions.**

**Champion of equality, diversity, and inclusion, creating a supportive environment for team success.**

**Experienced in delivering "best practice" customer service and account management strategies.**

**Preferred Qualifications**

**Experience in the cryptocurrency industry.**

**Familiarity with lean methodologies, such as Kaizen, or customer-centric improvement programs.**

**_Job_**_Assistant Manager_

**_ Primary Location_**_India-Lucknow_

**_ Schedule_**_Full-time_

**_ Education Level_**_Master's / Equivalent_

**_ Job Posting_**_Apr 14, 2025, 8:15:26 AM_

**_ Unposting Date_**_Ongoing_
- Master Skills List_Operations_
- Job Category_Full Time_