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2166 Genpact Jobs

Assistant Manager

3-6 years

₹ 5.5 - 15L/yr (AmbitionBox estimate)

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This is an estimate of the average salary range for this position. It has not been reviewed by the company, and the actual salary may differ.

Pune

1 vacancy

Assistant Manager

Genpact

posted 4hr ago

Job Description

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.


Employment Type: Full Time, Permanent

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Genpact Interview Questions & Tips

Prepare for Genpact Assistant Manager roles with real interview advice

Top Genpact Assistant Manager Interview Questions

Q1. What is prepaid accounts and its journal entry ?
Q2. What is difference between Deffered and Prepaid?
Q3. Difference between the amortization and Depreciation ?
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What people at Genpact are saying

3.6
 Rating based on 2.1k Assistant Manager reviews

Likes

Nothing to like in this company except for job security.

  • Job security - Excellent
Dislikes

Worst company now a days to work with. Only politics and management takes advantage of every thing even they use team fund for their own purpose and benifit.

  • Salary - Bad
  • +5 more
Read 2.1k Assistant Manager reviews

Assistant Manager salary at Genpact

reported by 19.8k employees
₹5 L/yr - ₹14 L/yr
12% more than the average Assistant Manager Salary in India
View more details

What Genpact employees are saying about work life

based on 30.7k employees
61%
84%
70%
58%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

Genpact Benefits

Work From Home
Job Training
Soft Skill Training
Cafeteria
Health Insurance
Team Outings +6 more
View more benefits

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Genpact Pune Office Location

View all
Pune Office
Pune: The Cerebrum IT Park, B-1, #1B, Kalyani Nagar, Pune. Pune
411014

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