Sr. Associate - Customer Care - Sales & Support 5B

Genpact; Hyderabad; On-site; INR 350,000 - 550,000; Full time

Job summary

Genpact’s Hyderabad-based Sr. Associate role focuses on managing daily call center activities to ensure productivity and service quality. You will analyze performance data, train agents, and resolve escalated inquiries, driving customer satisfaction and efficiency.

The position emphasizes collaboration with internal teams, data-driven decision making, and development of scalable procedures in a fast-moving, AI-enabled environment.

Qualifications

• Bachelor's or Master's degrees in business, marketing, or related fields.
• Experience in customer care and call center operations.
• Proficiency in English.
• Familiarity with CRM tools and data analytics.

Responsibilities

• Manage and monitor daily activities of call center agents to ensure high productivity.
• Analyze call center data to identify trends and opportunities.
• Train and coach agents to improve performance and service quality.
• Handle escalated inquiries with professionalism and timely resolution.
• Generate reports to support management decisions.

Job description

Sr. Associate - Customer Care - Sales & SupportReady 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 and monitor daily activities of call center agents to ensure high productivity and consistent service quality. Support the development and implementation of procedures and policies to optimize operational efficiency and customer satisfaction. Analyze call center data and performance metrics to identify trends, gaps, and opportunities for improvement. Train and coach agents to enhance their skills, improve performance, and maintain service standards. Handle escalated customer inquiries with professionalism, ensuring timely and effective resolution. Collaborate with internal departments to resolve complex customer issues and improve overall service delivery. Generate performance reports and present findings to management to support operational decision-making.QualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Marketing, Bachelors - Sales, Masters - MarketingCertificationsCertified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, ITIL Foundation - AxelosAxelos, Professional, Customer Service (PCS) - Horeca Forma Be ProHoreca Forma Be Pro, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources, STI Certified Call Center Professional (CCCP) - CornerstoneCornerstoneRequired SkillsContent Management, Content Management Systems (CMS), Customer Care, Data Analytics, Data Consulting, Data Science, Data Tools, Google Analytics, Help Desk Support, Invoice Payments, Marketing Analytics, Microsoft Office, Salesforce (Software), Social MediaLanguageEnglishLanguage Proficiency -Proficient - C2Additional Job Location -Job TypeRegularMaster Skill List -Customer Care - Sales & SupportRemote 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.