Assistant Manger - Hyderabad, India - Genpact

    Genpact
    Genpact Hyderabad, India

    3 weeks ago

    Genpact background
    Full time
    Description

    With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we're calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

    Welcome to the relentless pursuit of better.

    Inviting applications for the role of Assistant Manger, Customer Service

    Responsibilities

    • Manage day-to-day Operations for a Team of 20-25 employees

    • Demonstrated skills and competencies in assessment, problem-solving, practices/policy administration/interpretation

    • Manage day to day employee-related issues by providing appropriate resolution

    • Coach, Mentor, and Motivate team with excellent people engagement

    Qualifications we seek in you
    Minimum Qualifications/ Skills

    • Relevant experience as Team Leader with experience in a customer service environment (preferably with ITES, Internet, social networking organization)

    • Should have handled a Voice, Chat, Email, Web mediums in his role of a Team Leader

    • Should have had 15 to 20 people reporting in his role.

    • Should have excellent team handling and management skills

    • Should understand and have experience in day-to-day contact center operations management

    • Excellent Analytical and Communication (Verbal and written) skills

    • Self-motivated (Intrinsic) and execution oriented

    • Ability to work on multiple tasks and should be flexible to deliver beyond expectations

    • Ability to work in a team, and should have collaborative approach across 360 degrees (DRs/Peers/Superiors)

    • management experience

    • Customer stakeholder Management exposure with good presentation skills

    • Ability to handle pressure - Timelines and Customer Demands

    • Should be flexible to work in rotational shifts and week offs

    • Flexibility to quickly shift priorities, multi-task, and juggle simultaneous requirements in a fast-paced environment and manage all to completion

    • Process orientation, including strong organizational and prioritization skills.

    • Demonstrated ability to work with Minimum Supervision to take initiative and follow-up on assigned projects, balanced by good teamwork skills.

    • Good interpersonal skills, with the ability to work effectively with people at all levels of the organization.

    • Effective communication, facilitation, and interpersonal skills.

    • Proficient with Microsoft Office products like Windows, Word, Excel, PowerPoint, and Visio
    Preferred Qualifications/ Skills

    • Customer Service experience as a Team Leader, preferably in the customer service domain for an internet-based segment

    • LEAN/Six Sigma – Trained, Tested and Certified