Specialist - Customer Care -Front Line manager

Genpact; Dadri, Gurugram District, Delhi; On-site; INR 350,000 - 600,000; Full time

Job summary

Genpact Noida is seeking a Customer Service leader to manage a team of agents delivering collections support. You will monitor performance, resolve queries, and drive process improvements while aligning with client and compliance requirements.

The role requires leadership, coaching, and hands-on involvement in training and quality initiatives, with a focus on service metrics and continuous improvement. Join a global AI-driven tech services leader.

Qualifications

• Any Graduate (except law/diploma) is required.
• Previous experience in voice process is required for experienced candidates.

Responsibilities

• Lead a team of agents in delivering collections support across customer care operations.
• Monitor daily performance, ensure timely resolution of customer queries, and drive adherence to collections protocols.
• Support customer experience goals by identifying service gaps and implementing process improvements.
• Collaborate with internal teams and clients to align operational activities with business and compliance requirements.
• Conduct regular team huddles, coaching sessions, and performance reviews to build engagement and drive results.
• Coordinate with training and quality teams to ensure agents are equipped with the necessary skills and product knowledge.
• Track service metrics and KPIs, identify performance trends, and support corrective actions

Skills

Team leadership

Voice process

Education

Any Graduate

Job description

Ready to shape the future of work?

At Genpact, we don't just adapt to change we drive it. AI and digital innovation are redefining industries and were leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we are scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team thats shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today.

Genpact Inviting applications for Customer Service ||Noida

Responsibilities

• Lead a team of agents in delivering consistent and effective collections support across customer care operations.
• Monitor daily performance, ensure timely resolution of customer queries, and drive adherence to collections protocols.
• Support customer experience goals by identifying service gaps and implementing process improvements.
• Collaborate with internal teams and clients to align operational activities with business and compliance requirements.
• Conduct regular team huddles, coaching sessions, and performance reviews to build engagement and drive results.
• Coordinate with training and quality teams to ensure agents are equipped with the necessary skills and product knowledge.
• Track service metrics and KPIs, identify performance trends, and support corrective actions

Qualifications we seek in you

Minimum qualifications

• Any Graduate (except law/diploma)
• Previous exp. in voice process is required for experienced candidates.

Why join Genpact?

• Be a transformation leader Work at the cutting edge of AI, automation, and digital innovation
• Make an impact Drive change for global enterprises and solve business challenges that matter
• Accelerate your career Get hands-on experience, mentorship, and continuous learning opportunities
• 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 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.