Specialist - Customer Care Voice

Genpact; Dadri, Gurugram District, Delhi; On-site; INR 350,000 - 520,000; Full time

Job summary

Genpact Noida is seeking a Senior Associate for Customer Care (Voice) to work from office. The role focuses on monitoring SLAs, real-time scheduling, and problem-solving to optimize customer support operations.

The ideal candidate is a graduate with a BCom degree, capable of root-cause analysis, coordinating workforce plans, and generating efficiency reports to drive improvements in a fast-paced, tech-driven environment.

Qualifications

• Graduate - BCom.
• Experience in customer care and voice-based support is desirable.
• Familiarity with SLA metrics and process improvement a plus.

Responsibilities

• Monitor and ensure adherence to SLAs.
• Track real-time agent schedule alignment and optimize breaks.
• Conduct root-cause analysis for SLA deviations and support corrective actions.
• Manage daily exception requests and update agent schedules.
• Coordinate entitlement planning and scheduling for workforce efficiency.
• Generate and analyze performance reports to identify trends.
• Engage with operations to discuss performance and planning.
• Navigate multiple systems and tools to manage floor operations.

Skills

Customer service

SLA awareness

Schedule coordination

Root-cause analysis

Education

Graduate - BCom

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 advanced technology solutions were scaling 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 that's 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.

Senior Associate - Customer care - Voice Noida(Work from office)

Responsibilities:

• Monitor and support activities to ensure adherence to service level agreements (SLAs).
  
• Track real-time agent schedule alignment and optimize breaks proactively.
  
• Conduct root cause analysis for SLA deviations and support development of corrective action plans.
  
• Manage daily exception requests and update agent schedules accordingly.
  
• Coordinate entitlement planning and scheduling to ensure workforce efficiency.
  
• Generate and analyze efficiency reports to identify trends and improvement areas.
  
• Participate in centralized or site-level management meetings as required.
  
• Support process improvement initiatives including Lean and Six Sigma projects.
  
• Execute other tasks as assigned to support business operations.
  
• Engage with operations teams to discuss performance, scheduling, and workforce planning.
  
• Navigate multiple systems and tools to manage real-time floor operations effectively.

Qualifications we seek in you

Minimum qualifications

• Graduate - Bcom.

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.
Lets 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.