Hybrid Voice CX Associate - AI-Driven Care

Genpact Ltd.

Quezon

Hybrid

PHP 400,000 - 700,000

Full time

3 days ago

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Job summary

Genpact Ltd. in the Philippines is seeking a Sr. Associate - Customer Care - Voice to drive AI-powered service improvements and ensure adherence to SLAs. You will monitor real-time schedules, manage entitlements, and collaborate with operations to optimize workforce planning.

This role suits a detail-oriented professional with a customer-first mindset who can navigate multiple systems and contribute to Lean and Six Sigma initiatives while delivering measurable business outcomes.

Qualifications

Bachelor’s degrees in Business Administration, Communication, Hospitality Management, IT or Marketing.
COPC Customer Experience Certification and HR Customer Service certification.

Responsibilities

Monitor and support activities to ensure adherence to service level agreements (SLAs).
Track real-time agent schedule alignment and optimise 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.