Assistant Manager-Contact Center US
- Genpact
- 3 to 7 Yrs
- Noida, Gurugram
- 3 months ago
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Job Description
- As an Assistant Manager, Customer Care at Genpact, you will lead a team of collectors to ensure SLA delivery. Your responsibilities will include providing coaching, call monitoring, and issuing disciplinary actions to your team. You will also be leading a team of supervisors in day-to-day functions, coordinating workflow, and developing staff through training and career planning. Additionally, you will monitor performance, provide feedback, and ensure compliance with standards and practices. **Key Responsibilities:** - Lead a team of supervisors in day-to-day functions, including directing, planning, supervising, and evaluating the work of assigned staff. - Coordinate workflow to achieve operational requirements. - Plan and lead the execution of employee engagement, rewards, and recognition to improve performance and reduce attrition. - Develop staff by assessing Leadership proficiencies, promoting training and career planning, and coaching for career development. - Monitor performance according to established standards, provide feedback, and prepare detailed performance reviews. - Identify operational improvements, maintain service quality, and lead process improvement projects. - Manage conflict, respond to operational issues, and handle special projects. - Ensure compliance with standards and practices, manage expenses, and achieve business goals. - Perform other assigned duties as necessary. **Qualifications:** *Minimum Qualifications:* - Proficient in MS Office (Excel, Word, PowerPoint, etc.). - Good analytical skills. - Customer service experience required. - College graduate. - Demonstrated outstanding active listening skills, probing ability, solution-focused approach, and can-do attitude to build customer dedication. *Preferred Qualifications/ Skills:* - Able to demonstrate empathy and build rapport with customers. - Previous experience in meeting/driving Net Promote Score performance/expectations, preferably in a customer service business for Consumer Credit Cards. Please note that the above qualifications and responsibilities are indicative and may be subject to change based on the requirements of the role.,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Assistant Manager-Contact Center USContact Details:
Company: GenpactLocation(s): Noida, Gurugram+ View Contact
Keyskills: MS Office Analytical Skills Customer Service
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Genpact Headstrong Capital Markets is a global consulting and IT services company with a specialized focus in capital markets. With more than 20 years of experience consulting with 9 of the worlds top 10 investment banks, we are the world’s leading technology services provider for the fin...
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