Sr. Associate - Customer Care - Voice 5B

1401 Genpact India Pvt. Ltd.; Dadri; On-site; INR 420,000 - 660,000; Full time

Job summary

Genpact Ltd. is hiring for a Sr. Associate - Customer Care - Voice in India.

The role focuses on monitoring SLAs, optimizing agent schedules, and performing root-cause analyses to drive service improvements. It involves coordinating entitlement planning and contributing to Lean/Six Sigma initiatives while engaging with operations teams across multiple systems. The position requires strong English proficiency, experience in customer care, and familiarity with CX, banking, and capital markets

Qualifications

• Bachelor degrees in the listed fields or equivalent.
• COPC certification and professional customer service credentials are a plus.
• Strong English language proficiency required.

Responsibilities

• Monitor and support activities to 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 efficiency reports to identify trends.
• Participate in meetings as required.
• Support process improvement initiatives including Lean/Six Sigma.
• Execute other tasks to support business operations.
• Engage with operations teams on performance and scheduling.
• Navigate multiple systems to manage real-time floor operations.

Skills

Banking

Capital Markets

Customer Care

Customer Experience

Customer Service

Data Analytics

Fraud Detection

Fraud Disputes

Sales

Technical Support

English

Proficiency in English

Education

Bachelors in Business Administration

Bachelors in Communications

Bachelors in Hospitality Management

Bachelors in Information Technology

Bachelors in Marketing

COPC Certification

Professional Customer Service Certification

Job description

Sr. Associate - Customer Care - Voice

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.

Job Description 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

Qualifications Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing Certifications Customer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources

Required Skills

• Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Sales, Technical Support
• Language English (Required)
• Language Proficiency - Proficient - C2

Additional Job Details

Job Location

Additional Job Location - Job Type Regular

Master Skill List - Customer Care - Voice

Remote Type - Office Work

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 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.

Equal Opportunity Employer

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.