Management Traine
Genpact
2 - 5 years
nan
Posted: 3/5/2025
Job Description
Responsibilities
The Team Leads responsibilities include but are not limited to the following:
Team Lead is expected to spend seventy percent (70%) of their time dedicated to coaching, shadowing, and supporting their agents directly. Effective use of key dashboards and call activity reporting to ensure excellent performance
Ability to identify and grow talent, lead, motivate and coach team members to establish and develop an effective team; identify outliers and manage teams performance to continuous achieve targets
Leading day-to-day operations ensure consistent quality and efficiency across various channels. Ensure consistent performance to achieve targets and service levels
Effective communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents
Able to adapt quickly to changes in workflows/processes/procedures/product features
Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization
Able to clearly outline current performance drivers of their market and action to continuously improve
Preferred Qualifications
Effective probing skills and analyzing / understanding skills.
Problem solving skills with customer centric approach.
Must be able to work on a flexible schedule (including weekend shift work)
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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