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Assistant Manager - Customer Service
Genpact
posted 16d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
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 Service
Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and challenges for the project
Ensure Adherence to daily SLA s
Leading, developing, and motivating Team Leaders/Front Line Manager s to encourage agents to deliver best-in-class service across all stages of the customer journey
Anticipate and plan for new business. Device strategies to ensure the growth of program along with identifying and implementing process improvement that will maximize output and minimize cost
Developing strong working relationships with key internal and external stakeholders to achieve business objectives
Review financial information and adjust operational budgets to promote profitability
Manage Hiring and ensuring that the process always has appropriate levels of skilled resource
Monitor Quality metrics, provide insights & analysis and offer recommendations to the QA team
Create weekly/monthly review decks which covers executive summary, Highlights, Lowlights, RCA and effective action plans and present the same to the client and internal leadership
Qualifications we seek in you Minimum Qualifications/ Skills
Any Graduate
Managing the UPI or online payment apps
BPO Back office operations or handling tickets
Stakeholder management
Excellent Analytical & Communication skills
Self-motivated and execution-oriented
Ability to work on Multi Tasks and should be flexible
Team worker and should have people/peer management experience
Customer Management exposure and good presentation skills are a must
Ability to work & communicate with people across the organizational unit
Good interpersonal & Management skills
Preferred Qualifications/ Skills MS-Office skill (Advance Excel)
Project management experience
Relevant experience in a BPO/KPO
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 .
Employment Type: Full Time, Permanent
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What people at Genpact are saying
Rating based on 1 Assistant Manager Customer Service
review
Anonymous · Customer Success, Service & Operations
in New Delhi
Likes
It's an Amazing company.
- Salary - Excellent+6 more
Dislikes
It's an Amazing.
Assistant Manager Customer Service salary at Genpact
reported by
4
employees
with 7-15
years exp.
₹6.5
L/yr - ₹7.7
L/yr
25%
more
than the average Assistant Manager Customer Service Salary in India
View more details
What Genpact employees are saying about work life
based on 30.3k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Genpact Benefits
View more benefits
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