Specialist - Customer Care - Voice 4B

Genpact; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

Genpact Hyderabad is seeking a Call Center Trainer to manage day-to-day call center operations and uplift customer engagement. You will monitor metrics, drive efficiency, and train staff to deliver superior service. Collaborate with cross-functional teams to ensure alignment and compliance with service standards.

The role emphasizes data-driven decision making, QA, and supporting call center technology implementations to improve customer experience. Evening/night shifts are possible in India.

Qualifications

• Bachelor degrees in Business Administration, Communication, Hospitality Management, IT, or Marketing.
• Certifications: Certified Implementation Specialist - Customer Service Management - ServiceNow; COPC Inc.

Responsibilities

• Manage day-to-day operations of the call center, ensuring consistent delivery of high-quality customer service.
• Monitor performance metrics and identify opportunities to improve efficiency.
• Develop and implement strategies to enhance productivity and service standards.
• Train and mentor call center staff to strengthen service delivery and customer engagement.
• 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.

Skills

Customer Care

Customer Service

Data Analytics

Speech Analytics

Sales Support

OLTP

Voice UI

CX

Online Support

Fraud Detection

Fraud Disputes

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - 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 DescriptionCall Center TrainerResponsibilities: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, EnglishLanguage 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.