Manager - Trust and Safety
Genpact
5 - 10 years
Kolkata
Posted: 21/05/2025
Job Description
Responsibilities
In this role, you will be working as an Operations Manager, will be leading a team of employees and Front Line Managers
Leading teams who will be working for Content Curation with Adwords Background for Genpact Clients
This role will also involve working with new customer-experience management team of Genpact interfacing with multiple Genpact clients in mapping the customer experience journey, understanding market and customer expectations
Lead and motivate a team of customer service representatives, SMEs and Team leads providing coaching, mentoring, and performance management.
Develop and implement strategies to improve customer service processes, ensuring a seamless and positive customer experience across all channels (phone, email, chat, etc.).
Analyze customer service data to identify trends, track key metrics (e.g., call handling time, customer satisfaction), and implement improvements.
Set and monitor performance goals for the customer service team, ensuring adherence to service level agreements (SLAs).
Develop and maintain knowledge base articles, FAQs, and other resources to empower both customers and service representatives.
Identify and implement new technologies and tools to enhance customer service operations.
Partner with other departments (e.g., WFM,TQP, LDT) to ensure customer needs are met effectively.
Stay up-to-date on industry best practices and emerging trends in customer service
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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