Sr. Associate - Customer Care - Voice 5B

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Hyderabad; Hybride; INR 500 000 - 900 000; Plein temps

Résumé du poste

Genpact in India is seeking a Sr. Associate - Customer Care (Voice) to support SLA adherence and optimize agent scheduling in a hybrid setup. The role emphasizes customer care, CX, and data analytics to drive performance and operational excellence.

You will collaborate with operations, analyze trends, and participate in process improvements while handling evening shifts. English proficiency and COPC/CS certifications enhance candidacy.

Qualifications

• Bachelor's degrees in Business Administration, Communications, Hospitality Management, Information Technology or Marketing.
• Certifications in Customer Experience (COPC) and Professional Customer Service are assets.
• Fluency in English with high proficiency.

Responsabilités

• Monitor and support activities to ensure SLA adherence.
• Track real-time agent schedule alignment and optimize breaks.
• Perform root cause analysis for SLA deviations and support corrective actions.
• Manage daily exception requests and update agent schedules accordingly.
• Coordinate entitlement planning and scheduling to ensure efficiency.
• Generate and analyze reports to identify trends and improvements.
• Participate in management meetings and support process improvements.
• Engage with operations on performance, scheduling, and workforce planning.
• Navigate multiple systems to manage real-time floor operations.

Connaissances

Customer Care

Customer Experience

Customer Service

Data Analytics

Technical Support

Formation

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Description du poste

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

• Customer Care
• Customer Experience (CX)
• Customer Service
• Data Analytics
• Technical Support

Language

English

Language Proficiency

Proficient - C2

Job Type

Regular

Master Skill List

Customer Care - Voice

Remote Type

Hybrid

Work Shift

Evening 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

Additional Information

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.

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.