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Manager - Customer Service

Keywords / Skills : Manager -, Customer Service, Customer Care, Customer Service Executive, Customer Care Executive, Customer Support

Posted: 2019-10-18

Customer Service/Call Centre/BPO
Customer Service Executive (Voice)
Customer Service Executive (Non-voice)
VP/ Head - Customer Service
Posted On
18th Oct 2019
Job Ref code
Job Description
Job Description :

With a startup spirit and 80,000+ curious and courageous minds, we have the expertise to go deep with the world\u2019s biggest brands\u2014and we have fun doing it. Now, we\u2019re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Inviting applications for the role of Manager, Customer Service

In this role, you will be responsible to demonstrate innovation and intuition in identifying areas requiring operational adaptation and/or improvement Active user of Internet and online applications.
. Participate in the transition tollgate calls to ensure readiness from Knowledge Transfer standpoint
. Ensure Training Plans/ Learning Paths are adhered for all new hires
. Support SOP creations/Update & Exception trackers for all new and stable processes
. Create daily/weekly dashboards on training progress during Knowledge Transfer and share it with internal & external stakeholders
. Create action plan for people missing the SLAs during Pilot stage i.e. post process training completion
. Drive monthly/quarterly process knowledge assessments for teams in Operations
. Refreshers for operations teams\u2019 basis TNI
. Conduct Train the trainer for SMEs/ Process trainers for new processes, system enhancements, new applications
. To drive Developmental and Domain Trainings for stable processes
. Evaluate the training effectiveness of the training programs conducted
. Monitor employees\u2019 performance to ensure greater efficiency and meeting of KRA
. Building and developing knowledge and expertise on the process to ensure compliance with
. relevant regulations
Minimum qualifications

. Graduate (any stream)
. Relevant experience in a BPO/KPO
. Demonstrated ability to work with Minimum Supervision to take initiative and follow-up on assigned projects, balanced by good teamwork skills.
. Good interpersonal skills, with the ability to work effectively with people at all levels of the organization.
. Good communication, facilitation, and interpersonal skills.
. Strong analytical ability to understand key business levers and allocate resources to meet and exceed SLAs
. Ensure AML Regulations and our Client policies and procedures are fully implemented
. Support Operational Team in updating KYC profiles in accordance with the Group Policy
Preferred Qualifications
. Interpersonal skills and ability to build and maintain relationships
. Excellent Communication Skills
. Positive \u2018can do\u2019 attitude
. Pro-active and business orientated with proven ability to prioritize and manage conflicting demands and ability to assess stakeholder needs to improve customer experience and showing resilience under pressure and providing best in class solutions.
. Good understanding of quality assurance role and ability to coach team members and improve quality.
. Proven ability to establish and develop effective teams, manage their performance.
. Proven ability to identify training needs and support development of programs.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.
Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.
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