AI-Powered Service Delivery Leader - Customer Care

BrightClaim

Quezon

On-site

PHP 1,200,000 - 1,900,000

Full time

14 days+

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Job summary

Genpact in the Philippines is seeking a Service Delivery Leader for Customer Care - Blended. You will lead a mixed-voice and non-voice team, ensuring consistent service delivery and high client satisfaction while driving performance and process improvements.

The role also involves coaching, KPI monitoring, cross-functional collaboration, and staying ahead of industry trends to evolve service models. This is a night-shift, office-based position with opportunities to shape AI-powered customer

Qualifications

Bachelor's degree in a relevant field.
Strong understanding of customer care processes and service delivery.
Experience leading blended voice and non-voice customer care teams.

Responsibilities

Lead and manage a blended customer care team across voice and non-voice channels, ensuring consistent service delivery and operational efficiency.
Develop and implement strategies to enhance customer satisfaction, drive performance, and meet service delivery objectives.
Monitor KPIs and operational metrics to ensure targets are achieved.
Conduct regular coaching and training sessions to build team capability and maintain high service standards.
Resolve escalated customer issues with professionalism and urgency, ensuring positive outcomes and client satisfaction.
Collaborate with cross-functional teams to streamline processes and improve end-to-end service delivery.
Stay informed on industry trends and best practices to evolve service models and operational approaches.