Manager-Customer Service
- Genpact
- 5 to 9 Yrs
- haryana
- 4 months ago
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Job Description
- Genpact is a global professional services and solutions firm dedicated to delivering outcomes that shape the future. With over 125,000 employees spread across more than 30 countries, we are fueled by our natural curiosity, entrepreneurial agility, and commitment to creating lasting value for our clients. Our purpose, the relentless pursuit of a world that works better for people, drives us to serve and transform leading enterprises, including the Fortune Global 500, leveraging our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. We are currently seeking applications for the position of Senior Manager / Manager, Customer Service to join our dynamic team. Responsibilities: - Respond to customer inquiries and address problem escalations promptly. - Proactively manage people issues to ensure attrition rates remain well below defined targets. - Lead operations and drive processes to achieve business targets for the Business Unit. - Monitor and meet all people management metrics including Attrition, Manpower requirement, Capacity planning, Utilization and Scheduling, Efficiency per person, Monitoring, Time Management, Seat Utilization, Statement of Work, Business Continuity Plan, Reports, Dashboards, and other deliverables as necessary. - Initiate Continuous Improvement Initiatives to enhance operational efficiency. - Develop and implement measurement systems, provide insightful analytics on key metrics. - Demonstrate deep technical expertise and data orientation in controllership, Management Information System, and service delivery. - Regularly communicate with customers to address operational issues, build relationships, and ensure customer satisfaction. - Establish team goals, provide regular updates, coach, mentor, and motivate team members with a people-centric approach. - Commit to efficiency, Process Transformation, and identify improvement opportunities using Lean Six Sigma methodologies. - Conduct reconciliations of client reports, lead calls with clients and other business functions, and independently manage projects. - Prepare dashboards, understand existing business processes, and suggest improvements for enhanced efficiency. Qualifications we seek in you: Minimum Qualifications/ Skills: - Any graduate with relevant experience in a BPO/KPO industry. - Experience in managing large teams, exposure to Customer Management, and excellent presentation skills. - Proficiency in English Language. Preferred Qualifications/ Skills: - Strong Analytical & Communication skills. - Prior experience in Internet-based accounts and Customer service industry is preferred. - Ability to collaborate with individuals across organizational units. - Excellent interpersonal & Management skills. - LEAN/Six Sigma trained, tested, and certified. - High proficiency in MS-Office applications, especially Advanced Excel. If you are passionate about driving operational excellence, customer satisfaction, and team development, we invite you to apply for the role of Senior Manager / Manager, Customer Service at Genpact. Location: India-Gurugram Schedule: Full-time Education Level: Bachelor's / Graduation / Equivalent Job Posting Date: May 30, 2025, 5:19:54 AM Unposting Date: Ongoing Master Skills List: Operations Job Category: Full Time,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Manager-Customer ServiceContact Details:
Company: GenpactLocation(s): Haryana+ View Contact
Keyskills: Customer Service People Management Operations Service Delivery Lean Six Sigma Communication Skills Analytical Skills Interpersonal Skills Management Skills MSOffice
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