Sr. Associate - Customer Care - Voice 5B

1401 Genpact India Pvt. Ltd.; Hyderabad; On-site; INR 500,000 - 700,000; Full time

Job summary

Genpact in Hyderabad is seeking a Sr. Associate - Customer Care - Voice to support real-time workforce operations and ensure SLA compliance. You will monitor schedules, analyze deviations, and collaborate with operations teams to drive efficiency.

The role requires a bachelor’s degree and strong English communication, with experience in CX, data analytics, and customer service. This is a night-shift, office-based position offering opportunities to contribute to AI-powered transformation

Qualifications

• Bachelor's degree is required (any stream).
• Strong English communication skills (C1).
• Experience in customer care or CX is preferred.

Responsibilities

• Monitor and ensure adherence to SLAs.
• Real-time agent schedule tracking and optimize breaks.
• Analyze SLA deviations and develop corrective actions.
• Manage daily exception requests and update schedules.
• Coordinate entitlement planning and scheduling for efficiency.
• Generate and analyze reports to identify trends.
• Participate in management meetings as required.
• Support process improvement initiatives including Lean/Six Sigma.
• Perform other tasks to support operations.

Skills

Customer Care

CX

Data Analytics

English Proficiency

Fraud Detection

Education

Bachelor's degree

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

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, English Language Proficiency - Advanced - C1

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.

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.