Manager- Customer Service

3 weeks ago


Hyderabad, India Genpact Full time

With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better.
Inviting applications for the role of Manager, Customer Service 
In this role, you will be working as an Operations Manager, will be leading a team of 100+ employees and ~3-5+ Front Line Managers. Leading teams to optimize customer experience for Fin Tech products for Genpact Clients. This role will also involve working with new customer-experience management team of Genpact working with multiple Genpact clients in mapping the customer experience journey, understanding market and customer expectations. Should be professional from the Customer Experience management leader with Fin-Tech industry background. Should have an understanding of Banking Services.
Responsible for effectively leading all aspects of Call Center functions. Ensures all customer questions and complaints are resolved in a timely manner. Completes research and resolves documentation errors or discrepancies on complex customer problems. Ensures Call Center operations further Company strategic plans and are in accordance with established policies and procedures.
Responsibilities
• Supervises service delivery and ensures excellence in service levels. 
• Ensures deadlines and targets are met. Promotes goodwill and a positive image of the Company
• Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communication. 
• Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures. 
• Discusses areas needing improvement. Oversees the activities of Call Center Representatives. Assigns, schedules, and coordinates personnel. Directs daily operations. 
• Develop Scorecards, Dashboards, Presentations on business performance.
• Identifies, develops, and implements training programs as appropriate. Ensures that Call Center reps are thoroughly trained in all products and services
• 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, mentor and help all his/her direct reports to be motivated and engaged to grow their career with Genpact. Assists in interviewing and assigning new personnel as necessary
Qualifications
Minimum qualifications
• Graduate (any stream)
• Customer Service experience in Supervisor/AM role.
• Flexible to manage & work in Rotating shifts.
Preferred qualifications 
• Previous experience in a customer service role chat/email/voice
• Effective probing skills and analyzing / understanding skills
• Problem solving skills with customer centric approach Demonstrated proficiency with written English and with neutral English accent
• Must be able to work on a flexible schedule (including weekend shift)
• Strong attention to detail.



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