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

1401 Genpact India Pvt. Ltd.; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Genpact India Pvt. Ltd. is seeking a Front Line Manager - Customer Care (Non-Voice) to lead email, chat, and digital support operations in a fast-moving, AI-driven environment in India.

You will manage team structure, capacity planning, and governance with clients, drive process improvements, and ensure adherence to SLA/KPI. The role emphasizes training, quality assurance, and automation to reduce manual interventions.

Qualifications

• Bachelor-level degrees in business, communications, hospitality, IT or marketing-related fields as listed in the ad.
• Professional certifications referenced include CCP, CPA, CTP.

Responsibilities

• Lead non-voice customer care operations across email, chat, and digital channels.
• Manage team structure, capacity planning, and resources to meet volumes and targets.
• Drive operational excellence with SLA/KPI tracking, workflow optimization, and digital tool adoption.
• Foster client relationships via governance meetings, performance reviews, and proactive issue resolution.

Skills

Customer Care

Non-Voice Operations

SLA/KPI Tracking

Team Leadership

Automation Opportunities

Cross-functional Collaboration

Education

Bachelor - Business Administration

Bachelor - Communication

Bachelor - Hospitality Management

Bachelor - Information Technology

CCP – Certified Credit Professional

CPA - Certified Public Accountant

CTP - Certified Treasury Professional

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 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 centripetal 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 Description 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

Come 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.

We're an agentic and advanced technology solutions company that runs mission-critical operations for the world's leading companies, while building and deploying the agentic products and technology that power those operations. Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you'll be in it. At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world's leading companies operate. There's a lot to learn here, and room to grow.