Front Line Manager - Customer Care - Voice 4A

Genpact; Dadri; On-site; INR 700,000 - 1,200,000; Full time

Job summary

Genpact is seeking a Front Line Manager - Customer Care (Voice) to lead day-to-day call center operations, ensuring high-quality customer service and efficient delivery in an AI-enabled environment.

The role involves mentoring staff, monitoring metrics, and coordinating with cross-functional teams to drive performance and customer satisfaction. This is a night-shift office role based in India, offering opportunities for growth and hands-on learning in a dynamic setting.

Qualifications

• Bachelor's degree in Business Administration, Communications, Hospitality Management, IT or Marketing.
• Certified Implementation Specialist - Customer Service Management (ServiceNow).
• Experience with contact center analytics, CX, journey mapping and data analytics.

Responsibilities

• Manage day-to-day operations of the call center to ensure high-quality service.
• Monitor performance metrics and identify improvement opportunities.
• Develop strategies to boost productivity and service standards.
• Train and mentor call center staff in service delivery and engagement.
• Conduct regular quality assurance assessments to ensure compliance.
• Collaborate with cross-functional teams for alignment.
• Prepare and present performance reports and trend analyses.
• Support deployment of call center technologies and tools.

Skills

Contact Center Analytics

Customer Analytics

Customer Care

Customer Experience

Customer Journey Mapping

Customer Onboarding

Customer Service

Data Analytics

Generative AI

Education

Bachelor's degree in Business Administration, Communications, Hospitality Management, IT or Marketing

Certified Implementation Specialist - Customer Service Management - ServiceNow

Tools

ServiceNow

Job description

Front Line Manager - Customer Care - VoiceReady 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: Manage day-to-day operations of the call center, ensuring consistent delivery of high-quality customer service. Monitor performance metrics and operational indicators to identify improvement opportunities and drive efficiency. Develop and implement strategies to enhance productivity and service standards across the team. Train and mentor call center staff to strengthen service delivery and customer engagement capabilities. Conduct regular quality assurance assessments to maintain compliance with service expectations. Collaborate with cross-functional teams to ensure smooth communication and operational alignment. Prepare and present performance reports and trend analysis to support data-driven decision-making. Support implementation of call center technologies and tools to improve customer experience and operational effectiveness.QualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsCertified Implementation Specialist - Customer Service Management - ServiceNowServiceNowRequired SkillsContact Center Analytics, Customer Analytics, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Onboarding, Customer Service, Customer Service Analytics, Data Analytics, Generative AILanguageEnglish (Required)Language Proficiency -Advanced - C1Additional Job Location -Job TypeRegularMaster Skill List -Customer Care - VoiceRemote 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.