Am- Customer Care

7 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._
- Responsibilities:_
- _People handling_
- _Manage floor coverage in team environment to drive performance_
- _Provide support, instruction, and coaching to a team of 20-25 front-line agents_
- _Actively pursue initiatives that aid team members in achieving individual and team Key Performance Indicators_
- _Work in tandem with the Supervisor to identify and address performance and developmental opportunities_
- _Foster and support a diverse team environment across differences (race, age, gender, sexual orientation, etc.)_
- _Coordinate daily schedule with Supervisor and set daily coaching activities_
- _Provide non-critical quality feedback (Call Quality exposure)_
- _Lead team huddles and discuss product/process updates (Training exposure)_
- _Promote and drive performance blitzes & contests_
- _Establish and maintains effective working relationships with peers and partners in other business units with goal of optimizing Citi Brands client relationships_
- _First point of contact for customer escalated calls_
- _Help develop agents to be self-sufficient by helping them find the answers themselves_
- _Share thoughts on team and ideas on how to improve performance of the team, morale, etc._
- _Day to Day expectations may change_

**_ _**
- Qualifications we seek in you_
- Minimum Qualifications_
- At least 2 years experience working in Collections and Customer Experience centric environment_
- Minimum of 2 years experience in supervisor role_

**_ _**

**_ _**

**_
Job_**_Assistant Manager_

**_ Primary Location_**_India-Noida_

**_ Schedule_**_Full-time_

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

**_ Job Posting_**_Jun 5, 2025, 3:30:21 AM_

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

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