Senior Manager-HEA012247

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 will be responsible overseeing the performance of the account/s you will handle , ensuring that service levels and operational goals are met. This role is responsible for coaching and developing team members, addressing escalated issues, and improving overall team performance through process improvement projects.

Responsibilities

This is a full-time role and would involve handling various tasks like the following:

• Directs and manages the day to day activities of an organization’s operations, typically through subordinate operations managers
• Implements company policies, procedures and initiatives
• Evaluates and enhances current operational systems
• Monitor performance against operational goals and develops reporting and auditing processes used to analyze operational effectiveness
• Coordinates operations with other functions
• Manage floor coverage in team environment to drive performance
• Provide support, instruction, and coaching to a team of 1-3 managers
• Provides input to strategic decision that affect functional area of responsibility
• Know how in profit and loss
  
  

Qualifications we seek in you!

Minimum Qualifications / Skills

• Proven leadership and team management skills.
• Ability to make quick decisions and resolve issues effectively.
• Strong knowledge of customer service procedures and industry standards.
• Excellent communication and interpersonal skills.
• Proficiency in data analysis and performance management tools.
  
  

Preferred Qualifications/ Skills

• Strong leadership, written and verbal communication skills
• Leverage Reports/Information about Team to proactively coach agents
• Demonstrate and drive customer centricity
• Proficiency in Coaching, Planning and Organizing skills
• High on initiative and able to drive them independently
• Look for ways to improve/develop your team performance
• Proficient in Microsoft Office applications ( Excel and Powerpoint )
  
  

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 genpact.com and on LinkedIn, X, YouTube, and Facebook.

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

Senior Manager

Primary Location

Philippines-Muntinlupa City

Schedule

Full-time

Education Level

Bachelor's / Graduation / Equivalent

Job Posting

Nov 6, 2024, 2:53:57 AM

Unposting Date

Ongoing

Master Skills List

Operations

Job Category

Full Time