Assistant Manager

Provide support, instruction, and coaching to a team of 18 front-line agents

Manage floor coverage in a large team environment

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

Work in tandem with the Operations Manager to identify and address performance and developmental opportunities

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

First point of contact for customer escalated calls. Ability to foster and support a diverse team environment across differences (race, age, gender, sexual orientation, etc.)

Help develop agents to be self-sufficient by helping them find the answers themselves

Call listening/monitoring and real time feedback to agents

Share thoughts on team and ideas on how to improve performance of the team, morale, etc.

Ensure team goals and target are met or exceeded

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.