Sr. Manager
Genpact
5 - 10 years
Gurugram
Posted: 13/03/2025
Job Description
Responsibilities
Manage and oversee the daily operations of the contact center, including but not limited to, call handling, workforce management, and quality assurance.
Develop and implement strategies to improve overall performance and productivity of the contact center.
Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement corrective actions.
Ensure compliance with company policies and procedures, as well as industry regulations.
Train, coach, and mentor contact center staff to ensure high-quality service delivery.
Handle client escalations and maintain strong relationships with clients.
Conduct regular performance evaluations and provide feedback to team members.
Stay updated on industry trends and best practices to continuously improve the contact center operations.
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.
Services you might be interested in
One-Shot Campaign
Reach out to ideal employees in one shot!
The intelligent campaign for reaching out to the ideal audience to whom you can ask for help (guidance or referral).