Process Associate

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

Experience in leading a team of customer service representatives.

About Company

Genpact is a global professional services firm delivering digital transformation by putting digital and data to work to create competitive advantage.