Specialist - Customer Care - Voice 4A

Genpact; Gurgaon; On-site; INR 400,000 - 560,000; Full time

Job summary

Genpact is hiring for a Specialist - Customer Care - Voice. The role oversees daily call center operations, ensuring top-tier customer service and voice-channel delivery. You will monitor metrics, drive efficiency, and mentor agents to raise service quality.

Experience with CX, data analytics, and process improvements is valued. The job centers on English-language customer interactions, with rotating shifts in an office setting in Gurgaon.

Qualifications

• Bachelor's degrees listed in Qualifications section.
• Certifications include Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow and COPC Inc.
• Experience in leading call center operations and driving performance improvements.

Responsibilities

• Manage day-to-day operations of the call center with focus on high-quality service.
• Monitor performance metrics and identify improvement opportunities.
• Develop strategies to enhance productivity and service standards.
• Train and mentor call center staff to strengthen delivery and engagement.
• Conduct regular quality assessments to ensure compliance with standards.
• Collaborate with cross-functional teams for smooth operations and alignment.
• Prepare and present performance reports and trend analyses.
• Support implementation of call center technologies to improve CX.

Skills

Banking Capital Markets

Customer Care

Customer Experience (CX)

Customer Journey Mapping

Customer Service

Data Analytics

Fraud Detection

Fraud Disputes

Online Customer Support

Online Transaction Processing

Sales

Sales Support

Speech Analytics

Strategic Advisory

Target Operating Model

Technical Support

Third Level Support

Virtual Administrative Support

Voice-User Interface

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Specialist - Customer Care - Voice

Job Description

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.

Responsibilities

• Manage day-to-day operations of the call center, ensuring consistent delivery of high-quality customer service.
• Monitor performance metrics and operational indicators to identify improvement opportunities and drive efficiency.
• Develop and implement strategies to enhance productivity and service standards across the team.
• Train and mentor call center staff to strengthen service delivery and customer engagement capabilities.
• Conduct regular quality assurance assessments to maintain compliance with service expectations.
• Collaborate with cross-functional teams to ensure smooth communication and operational alignment.
• Prepare and present performance reports and trend analysis to support data-driven decision-making.
• Support implementation of call center technologies and tools to improve customer experience and operational effectiveness.

Qualifications

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

Certifications

• Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow
• Customer Experience Certification (COPC) - COPC Inc.COPC Inc.

Required Skills

• Banking Capital Markets
• Customer Care
• Customer Experience (CX)
• Customer Journey Mapping
• Customer Service
• Data Analytics
• Fraud Detection
• Fraud Disputes
• Online Customer Support
• Online Transaction Processing (OLTP)
• Sales
• Sales Support
• Speech Analytics
• Strategic Advisory
• Target Operating Model
• Technical Support
• Third Level Support
• Virtual Administrative Support
• Voice-User Interface

Language

English (Required)

Language Proficiency

Upper Intermediate - B2

Job Type

Regular

Master Skill List

Customer Care - Voice

Remote Type

Office

Work Shift

Rotating (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.