AI-Powered Service Delivery Leader

Genpact Services LLC

Quezon City

On-site

PHP 900,000 - 1,500,000

Full time

6 days ago

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Benefits offered by this job

Lead AI-powered transformation

Mentorship & learning opportunities

Global enterprise impact

Job summary

Genpact is seeking a Service Delivery Leader for Customer Care - Blended to manage a multi-channel team in the Philippines. The role focuses on delivering consistent service, driving performance, and meeting delivery objectives.

The ideal candidate will monitor KPIs, coach staff, and resolve escalated issues while collaborating with cross-functional teams to evolve service delivery models. Night shift in the Philippines and office-based work setup apply.

Qualifications

Bachelor’s degree in Business Administration, Communications, Hospitality Management, Information Technology, or Marketing.
Experience in customer care or related fields is valued.
Strong leadership and problem-solving abilities.

Responsibilities

Lead and manage a blended customer care team across voice and non-voice channels.
Monitor KPIs and operational metrics to ensure targets are met.
Provide coaching and training to build team capability and high service standards.
Collaborate with cross-functional teams to streamline processes and improve service delivery.