Assistant Manager
Genpact
5 - 10 years
Gurugram
Posted: 3/24/2025
Job Description
Responsibilities
Team Leadership and Development
Lead and inspire a high-performing team responsible for delivering exceptional customer support.
Use live and legacy reports, tools, and systems to monitor team performance and identify areas of improvement in real-time.
Coach team members of varying skill levels, focusing on skill development for poor performers while inspiring top performers to achieve greater heights.
Provide hands-on guidance through a "show me rather than tell me" approach to build team independence and confidence.
Foster a culture of continuous learning by turning daily customer interactions into opportunities for growth and improvement.
Customer Experience Optimization
Collaborate with customer service teams on product, process, and customer experience improvement initiatives.
Proactively identify customer improvement opportunities and turn them into actionable solutions.
Partner with stakeholders to deliver impactful changes that align with business objectives and customer needs.
Stay engaged with customer queries for at least one hour daily, managing escalations and gaining insights into top user challenges.
Operational Excellence
Monitor customer experience metrics through dashboards and contact center tools, ensuring success across KPIs like issue resolution, FCR, AHT, transfers, and productivity & hygiene.
Facilitate weekly huddles with agents to focus on key topics, metrics, and areas for improvement.
Analyse trends and use data-driven insights to make recommendations that improve policies, processes, and products.
Act as the voice of the customer, presenting clear insights and measurable impacts to stakeholders.
How Your Success Will Be Measured
Achievement of daily, weekly, and monthly KPIs.
Customer satisfaction through metrics like issue resolution, FCR, CSAT, Quality & Hygiene.
Improvement in team productivity and operational efficiency.
Qualification
Minimum Qualifications
Any graduate
Relevant experience im managing teams in a contact centre, BPO, or vendor management environment.
Fluency in English (verbal and written).
Strong knowledge of solution design processes, operating models, and contact centre technology.
Must have worked & should be comfortable with
24*7 work environment
100% work from office
Night shifts
Core Competencies
Thrives in a fast-paced, multicultural environment with a curious mindset to challenge the status quo.
Excellent communicator skilled at engaging at all levels of the organization.
Inspiring coach with a deep understanding of motivation techniques and diverse learner types.
Analytical problem solver with a strong ability to identify trends and provide actionable solutions.
Champion of equality, diversity, and inclusion, creating a supportive environment for team success.
Experienced in delivering "best practice" customer service and account management strategies.
Preferred Qualifications
Experience in the cryptocurrency industry.
Familiarity with lean methodologies, such as Kaizen, or customer-centric improvement programs.
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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