Genpact Team Lead Interview Questions and Answers

Capacity planning involves forecasting future resource needs and ensuring that the necessary resources are available.

• Identify current resource usage and performance levels

• Forecast future resource needs based on growth projections

• Determine any potential bottlenecks or constraints

• Allocate resources accordingly to meet future demands

• Regularly review and adjust the capacity plan as needed

Creating a Standard Operating Procedure involves identifying the process, documenting steps, obtaining feedback, and finalizing the SOP.

• Identify the process or task that needs an SOP

• Document each step involved in the process

• Obtain feedback from relevant stakeholders for improvements

• Finalize the SOP with clear instructions and guidelines

• Regularly review and update the SOP as needed

I handle transitions by communicating effectively, setting clear expectations, and providing support to team members.

• Communicate openly and transparently with team members about upcoming changes

• Set clear expectations and goals for the transition period

• Provide support and resources to help team members adjust to the changes

• Lead by example and remain positive and adaptable during transitions

I provide feedback by being specific, timely, and constructive.

• Be specific about what was done well and what needs improvement

• Provide feedback in a timely manner to address issues promptly

• Offer constructive criticism and suggestions for improvement

• Encourage open communication and dialogue for feedback to be effective

Handled an escalation call by actively listening, empathizing, and offering a solution.

• Remain calm and composed while listening to the customer's concerns.

• Empathize with the customer and acknowledge their frustration.

• Offer a solution or escalate the issue to a higher authority if necessary.

• Follow up with the customer to ensure their issue has been resolved satisfactorily.

Managed conflict between team members by facilitating open communication and finding common ground.

• Addressed the issue privately to understand each team member's perspective

• Encouraged open communication and active listening to resolve misunderstandings

• Facilitated a team meeting to discuss the conflict and find common ground

• Established clear expectations and guidelines for future interactions

I have worked with KPIs such as sales targets, customer satisfaction scores, employee productivity metrics, and project completion rates.

• Sales targets

• Customer satisfaction scores

• Employee productivity metrics

• Project completion rates

I established end-to-end operations by defining clear processes, assigning roles, providing training, and monitoring performance.

• Defined clear processes from start to finish

• Assigned roles and responsibilities to team members

• Provided training and resources to ensure understanding and proficiency

• Monitored performance and made adjustments as needed