Assistant Manager

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.
Inviting applications for the role of Assistant Manager - Supervisor
Responsibilities
. Leadership: Ability to inspire and lead new hire batches and Production teams towards achieving common goals in direction of knowledge management and retention.
. Problem-Solving: Strong analytical skills to identify issues and develop effective solutions.
. Communication: Excellent verbal and written communication skills to interact with team members and customers effectively.
. Adaptability: Ability to work in a 24x7 fast-paced environment and adapt to changing priorities.
. Lead and manage: Oversee the daily operations of the voice customer service and outbound call team, ensuring high-quality service delivery.
. Performance monitoring: Track and analyze team performance metrics, providing regular feedback and coaching to improve efficiency and effectiveness.

Qualifications we seek in you:
Minimum Qualifications / Skills:
. Training and development: Develop training programs to enhance team skills and knowledge, fostering a culture of continuous improvement.
. Customer satisfaction: Ensure customer inquiries and issues are resolved promptly and effectively, maintaining high levels of customer satisfaction.
. Process improvement: Identify opportunities for process enhancements and implement strategies to optimize service delivery.
. Reporting: Prepare and present regular reports on team performance, customer feedback, and operational challenges to senior management.
. Qualifications:
. Experience: Relevant experience in a supervisory role within customer service or call center operations.
. Skills: Strong leadership, communication, and problem-solving skills. Proficiency in CRM software and call center technologies.
. Attributes: Ability to work under pressure, manage multiple priorities, and adapt to changing business needs.
. Working Window: Mandatory readiness to work during US hours of operations i.e. Evening/ Night shifts (India time) with rotational week off
o Shift window: 10 Hours shift (9 hours production 1 hour break)
o Shift timings in US Hours:
:00 am - 3:00 pm MST
:30 am - 4:45 pm MST
:00 am - 7:00 pm MST
o Shift timings in IND Hours:
:30 pm - 3:30 am IST
:00 pm - 5:15 am IST
:30 pm - 7:30 am IST

Education Qualification: Graduate or Post Graduate in any field

. Advanced knowledge of MS Word & Excel.
. Ability to work in a fast-paced environment where standards of quality and timelines are established.
. High integrity to ensure compliance.
. Ability to work effectively in a team.
. Relevant experience with international IB/ OB Voice process
. Mandatory experience in Training and/ or Quality function as Process Trainer and/ or Quality Auditor
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability, or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at and on X, Facebook, LinkedIn, and YouTube.
Furthermore, please note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.