Delivery Leader - Customer Care

Genpact; Gurugram District; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Genpact is a leader in AI-driven customer care, seeking a Delivery Leader to drive end-to-end contact center operations in a fast-moving, AI-enabled environment. You will oversee multi-channel interactions, mentor teams, and ensure service levels align with business goals.

Lead analytics adoption, quality frameworks, and workforce planning while collaborating with product, IT, and marketing to enhance personalization and issue resolution across the function.

Qualifications

• Bachelor's degree in one of the listed fields.
• Certified Customer Service Representative (CCSR) - Transman.
• Experience in call center operations and analytics.

Responsibilities

• Provide strategic oversight for call center operations across multiple channels.
• Implement quality frameworks, performance metrics, and continuous improvement initiatives.
• Lead workforce planning, capacity management, and operational governance to meet service levels.

Skills

Customer Care

Customer Experience

Data Analytics

Robotic Process Automation

Call Center Analytics

Speech Analytics

Strategic Advisory

Leadership

Cross-functional Collaboration

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Tools

CRM systems

Analytics platforms

Job description

Delivery Leader - Customer CareReady to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.Job DescriptionResponsibilities : Provide strategic oversight for call center operations, ensuring seamless execution of inbound and outbound customer interactions across multiple channels. Drive customer experience excellence by implementing robust quality frameworks, performance metrics, and continuous improvement initiatives. Lead workforce planning, capacity management, and operational governance to meet service level targets and business objectives. Collaborate with cross-functional teams to align call center operations with organizational goals, product updates, and customer engagement strategies. Champion the adoption of advanced call center technologies and analytics to enhance efficiency, personalization, and issue resolution. Build and mentor high-performing teams, fostering a culture of accountability, service excellence, and professional growth. Represent the function in strategic forums, influencing decisions on customer care transformation, automation, and digital enablement.QualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsCertified Customer Service Representative (CCSR) - TransmanTransmanRequired SkillsBanking Capital Markets, Banking Capital Markets, Best Practice Benchmarking, Contact Center Analytics, Customer Analytics, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Onboarding, Customer Service, Data Analytics, Data Science, End to End Management, Fraud Analytics, Fraud Detection, Fraud Prevention, General Ledger (GL), Marketing Analytics, Media Research, Metrics Reporting, Onboarding, Robotic Process Automation, Sales, Speech Analytics, Strategic Advisory {+ 1 more}LanguageEnglishLanguage Proficiency -Upper Intermediate - B2Additional Job Location -Job TypeRegularMaster Skill List -Customer CareRemote Type -OfficeWork Shift -Night Job (India)Why join Genpact?• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter• Make an impact – Help global enterprises solve business challenges that matter• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.Let’s build tomorrow together.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 respect and integrity, customer focus, and innovation.Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.