Hiring For the role of Assistant Manager - Voice Operations

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 Care

Position Overview: oversee and manage voice operations in a fast-paced BPO environment. This role demands a dynamic leader who is street-smart, results-driven, and capable of balancing multiple priorities while ensuring exceptional service delivery and operational excellence. The ideal candidate will leverage their expertise in managing high-performing teams, driving customer satisfaction, and meeting business objectives.

Key Responsibilities:

Team & Operations Management:

• Lead and supervise voice and chat operations to ensure efficiency, quality, and adherence to client SLA (Service Level Agreements).
• Train, mentor, and develop teams to enhance productivity and performance.
• Drive operational best practices, ensuring processes are streamlined and optimized.

Strategic Planning & Execution:

• Develop and execute strategies for continuous improvement and cost-effectiveness in operations.
• Collaborate with stakeholders to align operations with business objectives and client needs.

Client & Stakeholder Management:

• Build strong client relationships to ensure satisfaction and long-term business partnerships.
• Manage escalations effectively, demonstrating sound judgment and problem-solving skills.

Metrics, Reporting, and Analysis:

• Monitor key performance metrics (KPIs) like average handling time (AHT), first call resolution (FCR), and customer satisfaction scores (CSAT).
• Analyse trends, identify challenges, and implement data-driven strategies to improve results.

Resource Allocation & Process Optimization:

• Manage workforce planning, ensuring adequate staffing levels for peak periods.
• Drive innovations to improve service delivery and enhance the customer experience.

Key Qualifications/Skills:

• Street-Smart Leadership: Ability to think on your feet, solve real-world problems quickly, and adapt to dynamic challenges.
• BPO Expertise: Proven experience in leading voice and chat operations in a BPO setup.
• Results-Oriented: Demonstrated ability to meet or exceed operational KPIs and improve efficiency.
• Client Relationship Management: Strong communication and interpersonal skills to build trust and rapport with clients.
• Process Improvement: Experience in identifying inefficiencies and implementing creative, scalable solutions.
• Team Management: Skilled in motivating, mentoring, and leading diverse teams to achieve high levels of performance.
• Technical Acumen: Familiarity with BPO tools like CRM platforms, workforce management software, and analytics tools.
• Lean Six Sigma trained and tested

Qualification

Minimum Qualifications

• Any graduate
• Relevant experience in managing teams in a contact centre, BPO, or vendor management environment.
• Fluency in English (verbal and written).
• Strong knowledge of solution design processes, operating models, and contact centre technology.

Must have worked & should be comfortable with

• 24*7 work environment
• 100% work from office

Interested candidates can share resume at Manvika.Singhal@genpact.com

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. 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