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    Sr Manager - Pune, India - Genpact

    Genpact
    Genpact Pune, India

    4 weeks ago

    Genpact background
    Full time
    Description

    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.

    We are inviting applications for the role of Senior Manager, Customer Service

    In this role, you will be responsible for Drive Continuous Improvement and Develop a strategy for team to reach organization goal.

    Responsibilities

  • Monitor team members and able to provide mentorship whenever needed
  • Manage the flow of day-to-day operations & key metrics like Sales, NPS, Issue resolution
  • Build reports to update the company on the team's progress
  • Rapport building with the internal & external stakeholder
  • Deal with any issues that arise during shift promptly and professionally, seeking advice from the duty manager where necessary
  • Ensure that the highest possible levels of customer service are delivered at all times
  • Assist the Manager as and when necessary to make the business run effectively and efficiently
  • Communicate clear instructions to team members
  • Audit conversations & giving coaching & feedback to the agents
  • Control shrinkage & attrition, drive production hours

    • Qualifications we seek in you

    Minimum qualifications

  • Graduation in any stream (Preferred B.Tech. or any Technical graduation or additional certification done along with any existing graduation degree)
  • Meaningful experience in Operations with Customer Service
  • Relevant experience in Team Handling/ people facing role. Proven track record for handling 15 to 20 resources and keeping an engaged workforce in absence of Team Leader
  • Proficient with MS Excel, MS Word, MS PowerPoint

    • Preferred qualifications

  • Good analytical and problem solving skills
  • Ability to communicate verbally and through emails/Phones with businesses
  • Proven ability to build effective working relationships with clients & internal stakeholders
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