Upload Button Icon Add office photos

Genpact

Compare button icon Compare button icon Compare
filter salaries All Filters

568 Genpact Jobs

Hiring For the role of Assistant Manager - Voice Operations

5-10 years

₹ 3.9 - 16L/yr (AmbitionBox estimate)

tooltip
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.

Gurgaon / Gurugram

2 vacancies

Hiring For the role of Assistant Manager - Voice Operations

Genpact

posted 10d ago

Job Description

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


Employment Type: Full Time, Permanent

Read full job description

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 ?
View all 65 questions

What people at Genpact are saying

3.6
 Rating based on 2.2k 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 2.2k Assistant Manager reviews

Assistant Manager salary at Genpact

reported by 19.9k employees
₹5 L/yr - ₹14 L/yr
11% more than the average Assistant Manager Salary in India
View more details

What Genpact employees are saying about work life

based on 31.5k employees
60%
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

Compare Genpact with

Accenture

3.8
Compare

Capgemini

3.7
Compare

TCS

3.7
Compare

Cognizant

3.8
Compare

Wipro

3.7
Compare

Infosys

3.6
Compare

Tech Mahindra

3.5
Compare

EXL Service

3.7
Compare

Deloitte

3.8
Compare

HCLTech

3.5
Compare

IBM

4.0
Compare

DXC Technology

3.7
Compare

Sutherland Global Services

3.6
Compare

HCL Group

3.6
Compare

Virtusa Consulting Services

3.8
Compare

CGI Group

4.0
Compare

GlobalLogic

3.7
Compare

Bosch Global Software Technologies

3.9
Compare

UST

3.8
Compare

Eviden

3.6
Compare

Similar Jobs for you

Assistant Manager Operations at Teleperformance (TP)

Indore

5-10 Yrs

₹ 5-9 LPA

Team Lead Operations at Teleperformance (TP)

Jaipur

3-8 Yrs

₹ 3-4.5 LPA

Team Lead at Teleperformance (TP)

Indore

3-4 Yrs

₹ 3-4 LPA

Team Lead at Teleperformance (TP)

Jaipur

3-8 Yrs

₹ 3-5 LPA

Assistant Manager at Teleperformance (TP)

Indore

4-9 Yrs

₹ 4-6.5 LPA

Team Lead at Teleperformance (TP)

Mohali, Mumbai

2-7 Yrs

₹ 3-4.5 LPA

Customer Service at Genpact

Pune

1-6 Yrs

₹ 1.75-4.75 LPA

Team Lead at Teleperformance (TP)

Noida

4-8 Yrs

₹ 3.5-6.5 LPA

Assistant Manager at Baroda Global Shared Services Ltd.

Vadodara

3-5 Yrs

₹ 2-5 LPA

Process Team Leader at Teleperformance (TP)

Indore

3-6 Yrs

₹ 3-5 LPA

Genpact Gurgaon / Gurugram Office Location

View all
Gurugram Office
Sector Rd, DLF Phase 5, Sector 43, Gurugram, Haryana 122002, India Gurugram
122002

Hiring For the role of Assistant Manager - Voice Operations

5-10 Yrs

Gurgaon / Gurugram

10d ago·via naukri.com

Data Visualization Engineer - Power BI

6-11 Yrs

Kolkata, Hyderabad / Secunderabad, Bangalore / Bengaluru

2hr ago·via naukri.com

Jaipur_Walk-in For Transactions Roles on 4th & 5th March'25

0-1 Yrs

Jaipur

2hr ago·via naukri.com

Jaipur_Walkin For Finance & Accounting roles on 4th March

0-5 Yrs

Jaipur

2hr ago·via naukri.com

Uppal_Walkin For Voice roles (Hindi+English) roles_4th- March-25

0-3 Yrs

Hyderabad / Secunderabad

2hr ago·via naukri.com

Oracle Project Accounting Consultant

5-10 Yrs

Hyderabad / Secunderabad, Bangalore / Bengaluru, Delhi/Ncr

4hr ago·via naukri.com

Inviting Applications For Order To cash_Collections__Noida

2-5 Yrs

Noida

5hr ago·via naukri.com

Inviting Applications For Order To cash_Collections__Noida

0-1 Yrs

Noida

5hr ago·via naukri.com

Data Scientist

5-10 Yrs

Bangalore / Bengaluru

20hr ago·via naukri.com
write
Share an Interview