Customer Care Operations Lead – Manager – German – Remote Ro*
Genpact
5 - 10 years
nan
Posted: 3/5/2025
Job Description
Responsibilities
Leads a team of supervisors in day-to-day functions, including directing, planning, supervising and evaluating the work of assigned staff.
Coordinates work flow to achieve the volume encouraged to meet operational requirements.
Plan and lead the execution of employee engagement, rewards, and recognition to help drive performance and mitigate attrition.
Develops staff by assessing leadership proficiencies and promote training and career planning; coaches employees for career development.
Provides input into hiring decisions.
Monitors performance of the cluster according to established standards.
Provides performance feedback on Supervisors and Associates. Prepares fair, accurate and detailed performance reviews.
Accountable for meeting business goals.
Coordinates with other units to ensure an alignment of processes to minimize revenue loss.
Develops relationships and communicates issues of importance within the department and/or business unit.
Recognizes and recommends operational improvement.
Promotes and maintains the accuracy and quality of services, deliverables, and content and direct process improvement projects.
Uses appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility while handling special projects.
Monitors and ensures compliance with department, business unit, and regulatory agency standards and practices.
Identifies internal and external resources to achieve established business goals within specified parameters; manages expenses in compliance with financial practices and standards.
Minimum Qualifications
Bachelors Degree
Relevant experience in people management, including managing leaders, preferably in customer service
Excellent communication and people management skills
Proficiency in MS office (Excel, PowerPoint)
Ability to perform in a fast-paced and high-volume service center
Ability to multi-task
Attention to details
Strong German and English skills
Preferred Qualifications
Possess excellent business acumen, qualitative and quantitative problem-solving skills
Flexibility and the ability to delivery excellence amidst constant change
Can demonstrate outstanding active listening skills & probing; able to display solution-focused approach and can-do-attitude at all times to build customer dedication
Strategic thinker with strong analytical and problem-solving skills
Adaptable and energized by a fast-paced environment
Strong desire to tackle complex problems and deal with rapid changes and ambiguity
Continuous improvement mindset with a desire to design effective business operations
What can we offer?
Attractive salary
Stable job offers - employment contract
Work in a multicultural environment
Various trainings (project specific & soft skills)
Possibility of career development
Benefits (Meal Tickets, Medical Services, Insurance, additional vacation days, partner discounts)
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.
Services you might be interested in
One-Shot Campaign
Reach out to ideal employees in one shot!
The intelligent campaign for reaching out to the ideal audience to whom you can ask for help (guidance or referral).