Senior Manager - Contact Center
- Genpact India
- 5 to 7 Yrs
- Noida, Gurugram
- 3 years ago
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Job Description
SM, Customer Service/ Contact Center
- Assist BD teams in proposals and communicating Customer Services / Contact Center offerings
- Assist in building out service offerings and capabilities with digital showcase in existing operations
- Deliver practice offerings to BD, Client Services and Delivery teams
- Understand operational metrics of each CS client delivery team
- Develop internal dashboards and communications for better alignment of benchmarks and metrics
- Extension of Smart Enterprise Process offering to products other than existing core knowledge
- Build depth in solution offering - Analytics, Digital offerings
- Lead generation of Benchmarks and Insights across the broad spectrum
- Work with Sales and Relationship team to build commercial proposals for existing and new clients
- Provide support to Practice Leader on overall Customer Service Strategy and client-specific solutions
- Member of Customer Service Practice, including Genpacts Common Minimum Practice framework on CS
- Widen the horizon of the current CS practice and integrate with other products with harmonies eg IT Helpdesk, Hospitality, Product Support, etc.
- Evolve to doing Global Transformation, Sales or Operations Practice leadership roles
- Bachelors / Graduation / Equivalent Preferably Masters in Business Administration
- Related experience
- Business/results oriented
- Doer and manager bringing in new solutions and ideas
- Building customer partnership and confidence
- Ability to influence multiple internal partners
- Ability to develop benefit solutions for customers
- Excellent communicator, good interpersonal skills, good presentation skills
- Self Starter with ability to work in an isolated manner
- Ability to lead & work in cross functional teams
- Excellent multi-tasking capabilities
- Ability to work in an ambiguous and virtual environment
- Work in a multicultural environment
- Digital savvy ability to integrate technology to make it a key differentiator in the customer services offerings we provide
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.
,Employement Category:
Employement Type: Full timeIndustry: IT - Software
Role Category: General / Operations Management
Functional Area: Not Applicable
Role/Responsibilies: Senior Manager - Contact Center
Contact Details:
Company: Genpact IndiaLocation(s): Noida, Gurugram
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Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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