Front Line Manager - Customer Care - Voice 4C

Genpact; Dadri; Presencial; INR 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

Genpact in India is seeking a Front Line Manager for Customer Care (Voice) to lead voice-based operations, ensure SLA-driven performance, and manage teams through capacity planning and governance reviews.

The role emphasizes QA, regulatory compliance, and cross-functional collaboration to identify automation opportunities and improve voice workflows. Night shifts in India may apply, with growth opportunities within Genpact’s AI initiatives.

Formación

• Experience leading voice-based customer care operations.
• Ability to align operations with client SLAs and quality benchmarks.
• Strong training, governance, and cross-functional collaboration skills.

Responsabilidades

• Lead voice-based customer care operations and ensure SLA adherence.
• Manage team structure and capacity planning based on call volumes.
• Drive operational excellence via performance monitoring and process improvements.
• Build and maintain client relationships through governance meetings and issue resolution.
• Oversee quality assurance and regulatory compliance for voice interactions.
• Facilitate training and development to enhance team capabilities.
• Collaborate with cross-functional teams to identify automation opportunities in voice workflows.

Conocimientos

Voice-based customer care

Team management

Capacity planning

Performance monitoring

Automation opportunities

Governance meetings

Quality assurance

Regulatory compliance

Educación

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Herramientas

ServiceNow

Descripción del empleo

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.
Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Responsibilities :Lead voice-based customer care operations, ensuring consistent service delivery aligned with client SLAs and quality benchmarks.Manage team structure and capacity planning, optimizing resource allocation based on call volumes and business needs.Drive operational excellence through performance monitoring, process improvements, and implementation of best practices.Build and maintain strong client relationships through regular governance meetings, performance reviews, and issue resolution.Oversee quality assurance across voice interactions, ensuring compliance with regulatory standards and customer satisfaction goals.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 voice workflows.

Qualifications

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

Certifications

Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow

Required Skills

Account Maintenance, Banking Capital Markets, Cash Application, Credit Underwriting, Fraud Detection, Fraud Disputes, Loan Servicing, Personal Banking, Retail Banking, Wealth Management

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

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.