Front Line Manager - Customer Care - Voice 4A

BrightClaim; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

Genpact is seeking a Front Line Manager for Customer Care - Voice in India. You will oversee day-to-day call center operations, drive performance, and mentor a team to deliver high-quality customer service during the night shift.

The role emphasizes analytics, process improvement, and cross-functional collaboration to ensure stellar CX. Ideal candidates will have a relevant bachelor's degree, strong English communication, and experience in customer care or analytics.

Qualifications

• Bachelor-level degree in one of the listed fields.
• Strong analytical and problem-solving abilities.
• Excellent communication skills in English (oral and written).
• Experience in customer care or call center operations is preferred.

Responsibilities

• Manage day-to-day operations of the call center for voice channel.
• Monitor performance metrics and identify improvement opportunities.
• Develop strategies to boost productivity and service standards.
• Train and mentor staff to strengthen engagement capabilities.
• Conduct regular QA to ensure compliance with service expectations.
• Collaborate with cross-functional teams for alignment and reports.

Skills

Call Center Analytics

Customer Analytics

Customer Care

CX

Customer Journey Mapping

Customer Onboarding

Customer Service

Data Analytics

Generative AI

Education

Bachelor's in Business Administration

Bachelor's in Communication

Bachelor's in Hospitality Management

Bachelor's in Information Technology

Bachelor's in Marketing

Job description

Front Line Manager - Customer Care - 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.

Job Description

Responsibilities: 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.

Qualifications

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

Certifications

• Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow

Required Skills

• Contact Center Analytics
• Customer Analytics
• Customer Care
• Customer Experience (CX)
• Customer Journey Mapping
• Customer Onboarding
• Customer Service
• Customer Service Analytics
• Data Analytics
• Generative AI

Language

English (Required)

Language Proficiency

Advanced - C1

Job Type

Regular

Master Skill List

Customer Care - Voice

Remote Type

Office

Work 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 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.

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.