Sr. Associate - Customer Care - Voice 5B

Genpact; Gurugram District; On-site; INR 360,000 - 600,000; Full time

Job summary

Genpact, a leader in AI-powered transformation, seeks a Sr. Associate - Customer Care - Voice in India. You will monitor SLAs, optimize agent schedules, and support continuous improvement initiatives.

The role emphasizes real-time workforce management, root-cause analysis, and collaboration with operations to enhance service quality during night shifts. A background in business or IT with CX/COPC certification is valued.

Qualifications

• Bachelor's degree in a relevant field.
• COPC Certification or similar CX certifications are a plus.
• Experience in customer care or CX environments is preferred.
• Familiarity with SLA management and analytics is beneficial.

Responsibilities

• Monitor and support SLA adherence and real-time agent scheduling.
• Analyze SLA deviations and contribute to corrective action plans.
• Manage daily exception requests and update agent schedules.
• Coordinate entitlement planning and scheduling for efficiency.
• Generate and analyze reports to spot trends and improvements.
• Engage with operations and participate in site-level meetings.

Skills

Customer Care

Customer Service

Data Analytics

Fraud Detection

Technical Support

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Sr. Associate - 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: 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.QualificationsBachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertificationsCustomer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human ResourcesRequired SkillsBanking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Sales, Technical SupportLanguageEnglish (Required)Language Proficiency -Upper Intermediate - B2Additional 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 matterMake an impact – Help global enterprises solve business challenges that matterAccelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay aheadWork with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every dayThrive 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.