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Senior Operations Manager
Function: BPO Operations
Site: Tagbilaran, Bohol
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 Senior Manager, Customer Care
In this role, you are to lead a team of 15-18 collectors ensuring SLA delivery. You are expected to provide coaching, call monitoring, and issue disciplinary actions to your team.
Responsibilities
- Leads a team of supervisors in day-to-day functions, including directing, planning, supervising and evaluating the work of assigned staff. Coordinates work flow to achieve the volume encouraged to meet operational requirements.
- Plan and lead the execution of employee engagement, rewards, and recognition to help drive performance and mitigate attrition.
- Develops staff by assessing Leadership proficiencies and promote training and career planning; coaches employees for career development. Provides input into hiring decisions.
- Monitors performance of the cluster according to established standards. Provides performance feedback on Supervisors and Associates. Prepares fair, accurate and detailed performance reviews. Accountable for meeting business goals. Coordinates with other units to ensure an alignment of processes to minimize revenue loss.
- Develops relationships and communicates issues of importance within the department and/or business unit.
- Recognizes and recommends operational improvement. Promotes and maintains the accuracy and quality of services, deliverables, and content and direct process improvement projects.
- Uses appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility while handling special projects.
- Monitors and ensures compliance with department, business unit, and regulatory agency standards and practices.
- Identifies internal and external resources to achieve established business goals within specified parameters; manages expenses in compliance with financial practices and standards.
- Performs other duties that maybe assigned from time to time.
Qualifications
Minimum qualifications
- Proficient in MS Office (Excel, Word, Powerpoint, etc.)
- Good analytical skills
- Customer Service experience required
- College Graduate
- Can demonstrate outstanding active listening skills & probing; able to display solution-focused approach & “can-do-attitude” at all times to build customer dedication
Preferred qualifications
- Able to demonstrate empathy while improving chance to create rapport with the customer.
- Has previous experience in meeting/driving Net Promote Score performance/expectations, preferably in a customer service business for Consumer Credit Cards
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.
