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Process Associate
2 weeks ago
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._
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- Responsibilities:_
- _Team Lead is expected to spend seventy percent (70%) of their time dedicated to coaching, shadowing, and supporting their agents directly. Effective use of key dashboards and call activity reporting to ensure excellent performance_
- _Ability to identify and grow talent, lead, motivate and coach team members to establish and develop an effective team; identify outliers and manage team’s performance to continuous achieve targets_
- _Leading day-to-day operations - ensure consistent quality and efficiency across various channels. Ensure consistent performance to achieve targets and service levels_
- _Effective communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents_
- _Able to adapt quickly to changes in workflows/processes/procedures/product features_
- _Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization_
- _Able to clearly outline current performance drivers of their market and action to continuously improve_
- Qualifications we seek in you_
- Minimum Qualifications_
- Team Lead must meet the following education, work experience and other requirements:_
- _Experience in leading a team of customer service representatives._
- _Outstanding customer service skills with strong communication in English - both oral and written skills. Ability to communicate effectively with all levels of management and peers, both internally and externally_
- _Ability to explain what's driving their teams' performance in a concise and data driven way_
- _Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed. Should be able to coach and mentor all his/her team members to be motivated and engaged to grow their career with Genpact_
- _Excellent analytical and problem-solving skills_
- _Must have experience with a proven track record of extracting and manipulating data for analysis using Tableau, advanced Tools and Techniques in a fast-paced global technology company or a startup_
- _High level of integrity as demonstrated personally and professionally_
- _Act as a technical guide to help the team in translating the business problems to the most appropriate mix of specific machine learning or data analysis tasks. Mentor team members with career planning and growth_
- _Demonstrated proficiency in multi-tasking and prioritization_
- _Previous personnel management experience with service/technical fields within Call Center environment or tech/service/sales industry_
- _Familiarity with project management with moderate understanding of business process improvement methods_
- _Understanding of departmental policies and procedures_
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Job_**_Process Associate_
**_ Primary Location_**_India-Hanamkonda_
**_ Schedule_**_Full-time_
**_ Education Level_**_Bachelor's / Graduation / Equivalent_
**_ Job Posting_**_Nov 7, 2024, 8:08:52 AM_
**_ Unposting Date_**_Nov 12, 2024, 12:29:00 PM_
- Master Skills List_Operations_
- Job Category_Full Time_
