Front Line Manager - Customer Care - Voice 4C

Genpact Ltd.; Dadri; Presencial; INR 900.000 - 1.400.000; Jornada completa

Descripción de la vacante

Genpact Ltd. in India invites a Front Line Manager to lead voice-based customer care operations, ensuring service delivery aligns with client SLAs and quality benchmarks, while shaping staffing models and capacity planning.

You will drive performance via regular governance meetings, implement process improvements, mentor agents, and partner with cross‑functional teams to identify automation opportunities that reduce manual interventions in voice workflows, delivering measurable outcomes.

Formación

• Bachelor's degrees in business administration, communications, hospitality management, IT, or marketing.
• Experience in customer care or contact center operations preferred.
• Certification in ServiceNow Customer Service Management is a plus.

Responsabilidades

• Lead voice-based customer care operations and ensure delivery aligned with client SLAs and quality benchmarks.
• Manage team structure and capacity planning; optimize resource allocation based on call volumes.
• Drive operational excellence through performance monitoring, process improvements, and best-practice implementation.
• Build and maintain client relationships through governance meetings and issue resolution.
• Oversee quality assurance across voice interactions and regulatory compliance.
• Facilitate training and development programs to enhance team capabilities.
• Collaborate with cross-functional teams to identify automation opportunities in voice workflows.

Conocimientos

Account Maintenance

Banking Capital Markets

Cash Application

Credit Underwriting

Fraud Detection

Fraud Disputes

Loan Servicing

Personal Banking

Retail Banking

Wealth Management

English

Educación

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Herramientas

ServiceNow

Descripción del empleo

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 : 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.QualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsCertified Implementation Specialist - Customer Service Management - ServiceNowServiceNowRequired SkillsAccount Maintenance, Banking Capital Markets, Cash Application, Credit Underwriting, Fraud Detection, Fraud Disputes, Loan Servicing, Personal Banking, Retail Banking, Wealth ManagementLanguageEnglish (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.