Assistant Manager
Genpact
5 - 10 years
nan
Posted: 3/5/2025
Job Description
Responsibilities
This is a full-time role and would involve handling various tasks like the following:
Responsible for delivering and facilitating training through a variety of delivery methods across new hire and tenured participants.
Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall team/collector performance.
Monitor and Evaluate calls/e-mails using evaluation standards and forms mandated by client.
Analyze evaluated calls and e-mails and identify gaps that impact KPIs.
Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance.
Liaise with the customer to maintain an up-to-date learning repository database on procedures and products available.
Development and implementation of Training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metrics.
Ensure partnership with other departments/teams to achieve all deliverables/responsibilities assigned.
Works closely with other members of the Training and Call Quality team to ensure effective implementation of programs and initiatives under the general direction of the Training Leader
Create training documentations/learning documents.
Conduct PKT (Process Knowledge tests) per agreed schedule.
Provide running reporting and presentations for the customer or for internal purposes.
Support process improvements, Lean/Six Sigma projects.
Other assigned tasks as required by the business.
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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