Senior Associate, AI-Driven Voice Customer Care - Hybrid

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Philippines; Hybrid; PHP 420,000 - 540,000; Full time

Job summary

Genpact in the Philippines is seeking a Sr. Associate - Customer Care - Voice to monitor and optimize SLA adherence, schedule alignment, and workflow efficiency. You will analyze performance, support Lean/Six Sigma initiatives, and collaborate with operations to improve customer experiences across channels.

The role requires strong business and customer care acumen, with a focus on data analytics and cross-functional coordination in a hybrid work setting.

Qualifications

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Hospitality Management
• Bachelors - Information Technology
• Bachelors - Marketing

Responsibilities

• Monitor and support activities to ensure adherence to 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 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.

Skills

Banking Capital Markets

Customer Care

Customer Experience (CX)

Customer Service

Data Analytics

Fraud Detection

Fraud Disputes

Sales

Technical Support

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Job description

Genpact in the Philippines is seeking a Sr. Associate - Customer Care - Voice to monitor and optimize SLA adherence, schedule alignment, and workflow efficiency. You will analyze performance, support Lean/Six Sigma initiatives, and collaborate with operations to improve customer experiences across channels.

The role requires strong business and customer care acumen, with a focus on data analytics and cross-functional coordination in a hybrid work setting.