Assistant Manager - Customer Service-Do not post
Genpact
5 - 10 years
Gurugram
Posted: 13/03/2025
Job Description
Responsibilities
Responsible for the day-to-day supervision of a group of BPO associates including work and attendance monitoring in accordance with the organization policy as well as applicable Client & legal requirements
Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
Identify performance related issues, develop action plans for improvement & implement corrective actions as required.
Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs) and financial expectations
Communicate expectations to employees and provide timely updates
Provide subject matter expertise in handling escalated customer calls as needed
Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
Stay current on internal work processes, policies and procedures. Attend required manager development trainings
Promote the Genpact values through both behavior and attitude, including being an advocate for team members.
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
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