Assistant Manager - Customer Service-HIG020262

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 Service

Responsibilities

• 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 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. Get to know us at www.genpact.com and on X , 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.

Job

Assistant Manager

Primary Location

India-Ahmedabad

Schedule

Full-time

Education Level

Bachelor's / Graduation / Equivalent

Job Posting

Jan 3, 2025, 5:02:40 AM

Unposting Date

Ongoing

Master Skills List

Operations

Job Category

Full Time