Business Analyst

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.   Management Trainee or Asst Manager – Customer service, Voice Operations  Position Overview:  As an Assistant Manager / Management Trainee you will be responsible for driving team performance and ensuring exceptional customer experiences. Your focus will be on coaching, guiding, and empowering your team to exceed operational metrics while collaborating cross-functionally to identify and implement impactful improvements. This role combines strategic oversight with hands-on involvement, ensuring both team success and a direct connection to our customers.  Key Responsibilities Team Leadership and Development •    Lead and inspire a high-performing team responsible for delivering exceptional customer support. •    Use live and legacy reports, tools, and systems to monitor team performance and identify areas of improvement in real-time. •    Coach team members of varying skill levels, focusing on skill development for poor performers while inspiring top performers to achieve greater heights. •    Provide hands-on guidance through a "show me rather than tell me" approach to build team independence and confidence. •    Foster a culture of continuous learning by turning daily customer interactions into opportunities for growth and improvement.

Customer Experience Optimization •    Collaborate with customer service teams on product, process, and customer experience improvement initiatives. •    Proactively identify customer improvement opportunities and turn them into actionable solutions. •    Partner with stakeholders to deliver impactful changes that align with business objectives and customer needs. •    Stay engaged with customer queries for at least one hour daily, managing escalations and gaining insights into top user challenges.

Operational Excellence •    Monitor customer experience metrics through dashboards and contact center tools, ensuring success across KPIs like issue resolution, FCR, AHT, transfers, and productivity & hygiene. •    Facilitate weekly huddles with agents to focus on key topics, metrics, and areas for improvement. •    Analyse trends and use data-driven insights to make recommendations that improve policies, processes, and products. •    Act as the voice of the customer, presenting clear insights and measurable impacts to stakeholders.

How Your Success Will Be Measured •    Achievement of daily, weekly, and monthly KPIs. •    Customer satisfaction through metrics like issue resolution, FCR, CSAT, Quality & Hygiene. •    Improvement in team productivity and operational efficiency.

Qualification Minimum Qualifications •    Any graduate •    Relevant experience im 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 •    Night shifts

Core Competencies •    Thrives in a fast-paced, multicultural environment with a curious mindset to challenge the status quo. •    Excellent communicator skilled at engaging at all levels of the organization. •    Inspiring coach with a deep understanding of motivation techniques and diverse learner types. •    Analytical problem solver with a strong ability to identify trends and provide actionable solutions. •    Champion of equality, diversity, and inclusion, creating a supportive environment for team success. •    Experienced in delivering "best practice" customer service and account management strategies.

Preferred Qualifications •    Experience in the cryptocurrency industry. •    Familiarity with lean methodologies, such as Kaizen, or customer-centric improvement programs.

  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