Business Analyst

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
247 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 committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit . Follow us on Twitter, Facebook, LinkedIn, and YouTube.