Management Trainee - Content Moderation - Operations - Team Lead

Genpact

5 - 10 years

Hyderabad

Posted: 03/09/2024

Getting a referral is 5x more effective than applying directly

Job Description

Responsibilities

• Review content and provide resolution based on prescribed guidelines
• Provide resolution to maintain standards of quality
• Recognize trends and patterns and escalate issues timely
• Provide insights to help improve the support to the users
• Maintain a thorough understanding of process and policies
• Provide excellent customer service to our customers
• Monitor team members and able to provide guidance whenever needed
• Manage the flow of day-to-day operations
• Build reports to update the company on the team's progress
• Rapport building with the internal & external stakeholder
• Deal with any issues that arise during shift promptly and professionally, seeking advice from the duty manager where necessary
• Ensure that the highest possible levels of customer service are always delivered
• Assist the Manager as and when necessary to make the business run effectively and efficiently
• Communicate clear instructions to team members

Minimum Qualifications

• Any Graduate (PG an added advantage)
• Relevant experience in Team Handling/ people facing role. Proven track record for handling 15 to 20 resources and keeping an engaged workforce
• Proficient in English
• AON score: C1 or above
• KF scores >35%
• Should be flexible to work in 24*7 environment and rotational shift and week off.

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 delivering digital transformation by putting digital and data to work to create competitive advantage.