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-Customer Services
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
Candidate must possess minimally any Diploma/Degre
At least 2 years experience working in Collections and Customer Experience centric environment
Minimum of 2 years experience in supervisor role
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 respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.
Furthermore, please do 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.