Senior Associate, AI-Powered Customer Care (Voice) - Hybrid

Genpact Ltd.; Metro Manila; Hybrid; PHP 420,000 - 660,000; Full time

Job summary

Genpact in Alabang, Philippines is seeking a Sr. Associate for Customer Care - Voice to monitor SLAs, optimize real-time schedules, and analyze performance for process improvements.

You will coordinate staffing, handle exception requests, and participate in management discussions to drive service excellence. Ideal candidates hold a business/communications/hospitality/IT/marketing degree and demonstrate strong English communication, customer service orientation, and problem-solving abilities in a

Qualifications

• Bachelor's degree holders in business, communications, hospitality, IT, or marketing.
• English proficiency required; upper intermediate (B2) level desired.
• Customer care experience or related coursework is advantageous.

Responsibilities

• Monitor and support adherence to SLAs and real-time schedules.
• Analyze SLA deviations and support corrective action plans.
• Manage daily exception requests and update agent schedules.
• Coordinate entitlement planning and workforce scheduling for efficiency.
• Generate and analyze reports to identify trends and improvements.
• Engage with operations to discuss performance and staffing.

Education

Bachelor's in Business Administration

Bachelor's in Communications

Bachelor's in Hospitality Management

Bachelor's in Information Technology

Bachelor's in Marketing

Job description

Genpact in Alabang, Philippines is seeking a Sr. Associate for Customer Care - Voice to monitor SLAs, optimize real-time schedules, and analyze performance for process improvements.

You will coordinate staffing, handle exception requests, and participate in management discussions to drive service excellence. Ideal candidates hold a business/communications/hospitality/IT/marketing degree and demonstrate strong English communication, customer service orientation, and problem-solving abilities in a