Mt-contact Center Us

5 days ago

Noida Uttar Pradesh, 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._
- In this role, you are to lead a team of collectors ensuring SLA delivery. You are expected to provide coaching, call monitoring, and issue disciplinary actions to your team._

**_ _**
- Responsibilities_
- _Leads a team of supervisors in day-to-day functions, including directing, planning, supervising and evaluating the work of assigned sta. Coordinates work flow to achieve the volume encouraged to meet operational requirements._
- _Plan and lead the execution of employee engagement, rewards, and recognition to help drive performance and mitigate attrition._
- _Develops sta by assessing Leadership proficiencies and promote training and career planning; coaches employees for career development. Provides input into hiring decisions._
- _Monitors performance of the cluster according to established standards. Provides performance feedback on Supervisors and Associates. Prepares fair, accurate and detailed performance reviews. Accountable for meeting business goals. Coordinates with other units to ensure an alignment of processes to minimize revenue loss._
- _Develops relationships and communicates issues of importance within the department and/or business unit._
- _Recognizes and recommends operational improvement. Promotes and maintains the accuracy and quality of services, deliverables, and content and direct process improvement projects._
- _Uses appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility while handling special projects._
- _Monitors and ensures compliance with department, business unit, and regulatory agency standards and practices._
- _Identifies internal and external resources to achieve established business goals within specified parameters; manages expenses in compliance with financial practices and standards._
- _Performs other duties that maybe assigned from time to time._
- _
- Qualifications we seek in you_
- Minimum Qualifications_
- _Proficient in MS O ice (Excel, Word, Powerpoint, etc.)_
- _Good analytical skills_
- _Customer Service experience required_
- _College Graduate_
- _Can demonstrate outstanding active listening skills & probing; able to display solutionfocused approach & “can-do-attitude” at all times to build customer dedication_
- _
- Preferred Qualifications/ Skills_
- _Able to demonstrate empathy while improving chance to create rapport with the customer._
- _Has previous experience in meeting/driving Net Promote Score performance/expectations, preferably in a customer service business for Consumer Credit Cards_
- _

**_
Job_**_Management Trainee_

**_ Primary Location_**_India-Noida_

**_ Schedule_**_Full-time_

**_ Education Level_**_Bachelor's / Graduation / Equivalent_

**_ Job Posting_**_Apr 24, 2025, 4:19:59 AM_

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

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