Assistant Manager- Customer care

• People handling

• Manage floor coverage in team environment to drive performance

• Provide support, instruction, and coaching to a team of 20-25 front-line agents

• Actively pursue initiatives that aid team members in achieving individual and team Key Performance Indicators

• Work in tandem with the Supervisor to identify and address performance and developmental opportunities

• Foster and support a diverse team environment across differences (race, age, gender, sexual orientation, etc.)

• Coordinate daily schedule with Supervisor and set daily coaching activities

• Provide non-critical quality feedback (Call Quality exposure)

• Lead team huddles and discuss product/process updates (Training exposure)

• Promote and drive performance blitzes & contests

• Establish and maintains effective working relationships with peers and partners in other business units with goal of optimizing Citi Brands client relationships

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.