Hybrid Voice Customer Care Associate — SLA & Analytics

1901 Genpact Services LLC (Philippines branch); Muntinlupa; Hybrid; PHP 420.000 - 650.000; Vollzeit

Zusammenfassung

Genpact is seeking a Sr. Associate - Customer Care - Voice to monitor SLA adherence, optimize agent schedules, and lead root-cause analysis for performance improvements. The role involves collaboration with operations, participation in management meetings, and supporting Lean/Six Sigma initiatives.

The ideal candidate will hold a bachelor's in business, communications, hospitality, IT, or marketing, with COPC/Cust. Service certifications preferred and strong English proficiency (B2+).

Qualifikationen

• Bachelors degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
• Customer Experience Certification (COPC) and Professional Customer Service certification are preferred.

Aufgaben

• 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 corrective action plans.
• Manage daily exception requests and update agent schedules accordingly.
• Coordinate entitlement planning and scheduling for workforce efficiency.
• Generate and analyze efficiency reports to identify trends and improvements.
• Participate in centralized or site-level management meetings as required.
• Support process improvement initiatives including Lean and Six Sigma projects.
• Execute other tasks 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.

Kenntnisse

Banking Capital Markets

Customer Care

Customer Experience

Customer Service

Data Analytics

Fraud Detection

Fraud Disputes

Sales

Technical Support

English

English B2

Ausbildung

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Customer Experience Certification (COPC) - COPC Inc.

Professional Customer Service - SMG/KRC Poland Human Resources

Jobbeschreibung

Genpact is seeking a Sr. Associate - Customer Care - Voice to monitor SLA adherence, optimize agent schedules, and lead root-cause analysis for performance improvements. The role involves collaboration with operations, participation in management meetings, and supporting Lean/Six Sigma initiatives.

The ideal candidate will hold a bachelor's in business, communications, hospitality, IT, or marketing, with COPC/Cust. Service certifications preferred and strong English proficiency (B2+).