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

Genpact; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Genpact seeks a Front Line Manager for Customer Care - Non-Voice to lead email, chat and digital support operations in a fast-paced, innovation-driven environment. You will manage team structures, capacity planning, and drive performance through SLA/KPI tracking and process improvements.

As part of Genpact's AI-centric approach, you will collaborate with cross-functional teams to identify automation opportunities and ensure top-tier customer experience while complying with regulatory standards.

Qualifications

• Bachelor's degrees in business, communications, hospitality, IT or marketing.
• Certifications listed: CCP, CPA and CTP from the sources.
• Active, relevant certifications may enhance candidacy.

Responsibilities

• Lead non-voice customer care operations across email, chat and digital channels.
• Manage team structure, capacity planning and resource alignment to volumes.
• Drive SLA/KPI tracking, workflow optimization and digital tool adoption.
• Build strong client relationships through governance and reviews.
• Oversee QA and regulatory compliance for non-voice interactions.
• Facilitate training programs to grow team capabilities and career progression.
• Collaborate with cross-functional teams to identify automation opportunities.

Skills

Contact Center Analytics

Customer Analytics

Customer Care

Customer Experience

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

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

CCP – Certified Credit Professional - Credit Institute of Canada

Certified Public Accountant (CPA) - Perfekt Szolnok

Certified Treasury Professional (CTP) - Instituto Nacional de Aprendizaje

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

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.

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.