Front Line Manager - Customer Care - Non - Voice 4C

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Dadri; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Genpact is seeking a Front Line Manager for Customer Care - Non-Voice to lead email, chat, and digital support operations from India. You will manage team structure, capacity, and governance while driving efficiency and quality across processes.

You will build client relationships, monitor KPIs, and push automation to reduce manual steps. The role emphasizes leadership, stakeholder collaboration, and continuous improvement in a fast-moving, AI-enabled environment.

Qualifications

• Experience in leading non-voice customer care operations and improving service delivery.
• Strong analytics for SLA/KPI tracking and workflow optimization.
• Ability to manage teams, governance, and client relationships effectively.

Responsibilities

• Lead non-voice customer care operations across email, chat, and digital channels.
• Manage team structure and capacity planning aligned to volumes and targets.
• Drive operational excellence through KPI tracking and tool deployment.
• Maintain client relationships via governance meetings and performance reviews.
• Oversee quality assurance and compliance with CX standards and regs.
• Coordinate training programs to develop team capabilities and career growth.
• Collaborate on automation opportunities to reduce manual work in non-voice workflows.

Skills

Contact Center Analytics

Customer Analytics

Customer Experience

Data Analytics

End to End Management

Project Management

Voice-User Interface

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Front Line Manager - Customer Care - Non - Voice

Ready 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 frontwear 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 .

Responsibilities :

• Lead non-voice customer care operations, ensuring consistent service delivery across email, chat, and digital support channels.
• Manage team structure and capacity planning, aligning resources with business volumes and operational targets.
• Drive operational excellence through SLA/KPI tracking, workflow optimization, and implementation of digital tools.
• Build and maintain strong client relationships through regular governance meetings, performance reviews, and proactive issue resolution.
• Oversee quality assurance across non-voice interactions, ensuring compliance with customer experience standards and regulatory guidelines.
• Facilitate training and development programs to enhance team capabilities and support career progression.
• Collaborate with cross-functional teams to identify automation opportunities and reduce manual interventions in non-voice workflows.

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

CCP - Certified Credit Professional - Credit Institute of CanadaCredit Institute of Canada, Certified Public Accountant (CPA) - Perfekt SzolnokPerfekt Szolnok, Certified Treasury Professional (CTP) - Instituto Nacional de AprendizajeInstituto Nacional de Aprendizaje

Required Skills

Contact Center Analytics, Customer Analytics, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Onboarding, Customer Service, Data Analytics, End to End Management, Marketing Analytics, Onboarding, Online Customer Support, Online Transaction Processing (OLTP), Project Management, Voice-User Interface

Language

English (Required)

Language Proficiency - Proficient - C2

Additional Job Location -

Job Type - Regular

Master Skill List - Customer Care - Non - Voice

Remote Type - Office

Work Shift - Day 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 progress

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.