Process Associate

**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.** **You’ll**be responsible for** developing trusting relationships with internal and external customers; by providing quality customer service whether by**telephony** or written communication. This role is the support function for the daily needs of the Contact Center Agents and requires**strong communication** skills to work with internal and external businesses.** **Responsibilities** **Provides excellent Customer Service** **Researches** supplier inquiries and provide information through voice or written communication** **Provides details on accesses needed for suppliers to**utilize** self-service tools** **Escalates tickets to business areas for opportunities that cannot be resolved in the Contact Center.** **Communicate in a professional manner with customers at all times**; engage support team when**assistance** is needed.** **Proper grammar and spelling in written communications with customers** **Meet expectations of productive time using time management skills** **Compl**y** with** company policies, procedures, and standards of ethics and**integrity** **Monitor Boards**,**Aux Times & follow up with Agents as**needed** **Notify Managers of trends**regarding** aux times** **Assist** agents during high aux out**time** **Take escalated calls for agitated**callers** **Monitor group chat & walk floor to**assist**associates** **Identify** through group chat/floor walking when intervention is**needed** **Monitor Oracle ticket queues and assign tickets to agents to**work** **Trouble shooting using their technical knowledge & time beyond what tier 1 can**provide** **Handle all escalated**tickets** **Work Tier 2 and rerouted tickets**,**Review Tier 2 escalations to drive KB**updates** **Knowledge Base maintenance based on "Knowledge Management" queue**tickets** **Primary liaison between CC and Service Lines for updated information within articles** **Update and create new articles as work comes in** **Monitor excessive calls on the same**topic** **Forecast customer demands based on call reason**volume** **Agent scripting review/maintenance** **Determine** how we can better train our associates to drive down the tier 2 work & drive up**FCR** **Generate Reports** **Have weekly reports sent to**M**anagement** **CMS Changes, Tickets, etc.** **Guided Assist Updates** **Work with the QC manager on survey results to improve articles based on the**feedback** **System Issues - lockouts, down system, etc.** **Report issues to the correct channel for CC System issues, triage issues before escalating to ISD, etc.** **Qualifications** we**seek** in you** **Minimum Qualifications/Skills** **_ - ** **Organization and time management skills, Working knowledge of MS Excel** **Experience with MS Office, entering data into Excel Spreadsheets, the**Internet** and the ability to learn and**utilize** new software**programs** **The ability to communicate with supervisor**regarding** any issues or questions which may hamper the successful completion of assigned work**in a timely manner**.** **The ability to use computers and computer systems (including hardware and software) to enter data, to process information, and as a form of communication with customers and others in the company.** **Preferred Qualifications/ Skills** **The ability to read and understand information and ideas presented in writing.** **The ability to use relevant information and individual judgment to**determine** the best possible solution to any situation.** **The ability to communicate information and ideas in speaking so others will understand.** **_ Job_**_Process Associate_ **_ Primary Location_**_India-Lucknow_ **_ Schedule_**_Full-time_ **_ Education Level_**_Bachelor's / Graduation / Equivalent_ **_ Job Posting_**_Feb 12, 2025, 1:32:35 AM_ **_ Unposting Date_**_Ongoing_ - Master Skills List_Operations_ - Job Category_Full Time_