Front Line Manager - Customer Care - Voice 4C

1401 Genpact India Pvt. Ltd.; Dadri; Sur place; INR 900 000 - 1 300 000; Plein temps

Résumé du poste

Genpact is seeking a Front Line Manager - Customer Care to lead voice-based operations, ensure SLA-aligned service delivery, and optimize capacity. You will govern performance, drive process improvements, and strengthen client relationships through regular governance and issue resolution.

Training and cross-functional collaboration to identify automation opportunities are key parts of the role. The role requires managing a team, ensuring quality across voice interactions, and supporting career

Qualifications

• Bachelor's degrees in relevant fields (e.g., Business Admin, Communications, IT, Marketing, Hospitality)
• Experience in leading voice-based customer care operations
• Strong analytics and governance experience

Responsabilités

• Lead voice-based customer care operations, ensuring SLAs and quality benchmarks.
• Manage team structure and capacity planning based on call volumes.
• Drive operational excellence through performance monitoring and process improvements.
• Build and maintain client relationships via governance meetings and issue resolution.
• Oversee QA across voice interactions and regulatory compliance.
• Facilitate training programs to enhance team capabilities and career progression.
• Collaborate with cross-functional teams to identify automation opportunities in voice workflows.

Connaissances

Voice care leadership

Team management

Process improvement

Stakeholder relationship

Formation

Bachelor's degree - Business Administration

Bachelor's degree - Communication

Bachelor's degree - Hospitality Management

Bachelor's degree - Information Technology

Bachelor's degree - Marketing

Description du poste

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 Details

Additional Job Location - 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.