Manager - Content Review - Ops Lead - English
Genpact
5 - 10 years
Hyderabad
Posted: 9/3/2024
Job Description
Responsibilities
• Respond to customer inquiries and problem escalations.
• Proactively resolve people issues and ensure that attrition is well below the defined target.
• Leading operations and spearheading processes for excelling business targets for the Business Unit.
• Meet all people management metrics: Responsible for Attrition, Manpower requirement, Capacity planning, Utilization and Scheduling, Efficiency per person, Monitoring, Time Management, Seat Utilization, Statement of Work, Business Continuity Plan, Reports, Dashboards, other deliverables as required
• Driving Continuous Improvement Initiatives
• Develop and implement measurement systems and provide insightful analytics around the metrics.
• Deep technical expertise and data orientation in controllership, Management Information System and Service delivery
• Communicate with the customer on a regular basis to discuss operational issues and CTQ delivery, raise issues & build relationship, understand customer issues proactively, fix to get the delight factor.
• Set goals for the team and communicate goals on a regular basis.
• Coach & mentor people – Motivating team with excellent people touch.
• Efficiency and Process Transformation commitment and upstream improvement opportunities using Lean Six Sigma
• Reconciliations of client reports
• Leading calls with clients and other business functions
• Running of projects independently
• Preparation of dashboards and ability to understand current Business processes and suggest improvements Key for details.
Minimum Qualifications
• Any graduate
• Post Graduate degree or equivalent with an excellent academic record
• Relevant experience in a BPO/KPO.
• Should have handled a team of 80 to 100 people.
• Customer Management exposure and good presentation skills is a must.
• Fluent in English Language
• 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
• Excellent Analytical & Communication skills
• Preferably the candidates prior experience in Internet based accounts and Customer service industry
• Ability to work & communicate with people across organizational unit
• Excellent interpersonal & Management skill
• LEAN/Six Sigma – Trained, Tested and Certified (preferred)
• Leading calls with Clients/ other business functions Independently
• High MS-Office skill (Advance Excel) – preferred
• Ability to handle pressure - Timelines and Customer Demands
About Company
Genpact is a global professional services firm delivering digital transformation by putting digital and data to work to create competitive advantage.
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