Assistant Manager

Ready to shape the future of work?

At Genpact, we dont just adapt to changewe drive it. AI and digital innovation are redefining industries, and were leading the charge. Genpacts AI Gigafactory, our industry-first accelerator, is an example of how were scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team thats shaping the future, this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge, operational excellence, and cutting-edge solutions we help companies across industries get ahead and stay ahead.Powered by curiosity, courage, and innovation,our teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atgenpact.comand onLinkedIn,X,YouTube, andFacebook.
Inviting applications for the role of Assistant Manager Supervisor
Responsibilities
Leadership: Ability to inspire and lead new hire batches and Production teams towards achieving common goals in direction of knowledge management and retention.
Problem-Solving: Strong analytical skills to identify issues and develop effective solutions.
Communication: Excellent verbal and written communication skills to interact with team members and customers effectively.
Adaptability: Ability to work in a 24x7 fast-paced environment and adapt to changing priorities.
Lead and manage: Oversee the daily operations of the voice customer service and outbound call team, ensuring high-quality service delivery.
Performance monitoring: Track and analyze team performance metrics, providing regular feedback and coaching to improve efficiency and effectiveness.

Qualifications we seek in you:
Minimum Qualifications / Skills:
Training and development: Develop training programs to enhance team skills and knowledge, fostering a culture of continuous improvement.
Customer satisfaction: Ensure customer inquiries and issues are resolved promptly and effectively, maintaining high levels of customer satisfaction.
Process improvement: Identify opportunities for process enhancements and implement strategies to optimize service delivery.
Reporting: Prepare and present regular reports on team performance, customer feedback, and operational challenges to senior management.
Qualifications:
Experience: Relevant experience in a supervisory role within customer service or call center operations.
Skills: Strong leadership, communication, and problem-solving skills. Proficiency in CRM software and call center technologies.
Attributes: Ability to work under pressure, manage multiple priorities, and adapt to changing business needs.
Working Window: Mandatory readiness to work during US hours of operations i.e. Evening/ Night shifts (India time) with rotational week off
o Shift window: 10 Hours shift (9 hours production + 1 hour break)
o Shift timings in US Hours:
6:00 am - 3:00 pm MST
7:30 am - 4:45 pm MST
10:00 am - 7:00 pm MST
o Shift timings in IND Hours:
6:30 pm - 3:30 am IST
8:00 pm - 5:15 am IST
10:30 pm - 7:30 am IST

Education Qualification: Graduate or Post Graduate in any field

Advanced knowledge of MS Word & Excel.
Ability to work in a fast-paced environment where standards of quality and timelines are established.
High integrity to ensure compliance.
Ability to work effectively in a team.
Relevant experience with international IB/ OB Voice process
Mandatory experience in Training and/ or Quality function as Process Trainer and/ or Quality Auditor
Why join Genpact?

• Be a transformation leader Work at the cutting edge of AI, automation, and digital innovation

• Make an impact Drive change for global enterprises and solve business challenges that matter

• Accelerate your career Get hands-on experience, mentorship, and continuous learning opportunities

• Work with the best Join 140,000+ bold thinkers and problem-solvers who push boundaries every day

• Thrive in a values-driven culture Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Lets build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.