Specialist - Customer Care - Voice 4B

Genpact; Dadri; On-site; INR 300,000 - 550,000; Full time

Benefits offered by this job

Equal Opportunity Employer

Job summary

Genpact is hiring for Specialist - Customer Care - Voice in India. The role focuses on managing daily call center operations, ensuring high-quality customer service, and driving efficiency through metrics. You will train staff, monitor QA, and collaborate with cross-functional teams to align operations.

The position requires a relevant bachelor's degree and strong English communication. Night shifts at the India office with opportunities for professional growth and learning.

Qualifications

• Bachelors degree in a relevant field as listed in the ad.
• Experience in customer care or call center environments is preferred.
• Strong communication and data-analytic capabilities.

Responsibilities

• Manage day-to-day operations of the call center with consistent service quality.
• Monitor metrics and identify opportunities to improve productivity and standards.
• Train and mentor staff to strengthen service delivery and engagement.
• Prepare performance reports and present trends for decision making.
• Support implementation of call center technologies and tools.

Skills

Customer Care

Data Analytics

Complaint Handling

Quality Assurance

Sales Support

Speech Analytics

Virtual Administrative Support

Voice-User Interface

English Proficiency

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Job description

Specialist - 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: 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.QualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsCertified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, Customer Experience Certification (COPC) - COPC Inc.COPC Inc.Required SkillsBanking Capital Markets, Customer Care, Customer Experience (CX), 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, Third Level Support, Virtual Administrative Support, Voice-User InterfaceLanguageEnglish (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.