Senior Associate, Voice Customer Care – AI-Driven Ops

BrightClaim; Balanga; On-site; PHP 350,000 - 550,000; Full time

Job summary

Genpact is seeking a Sr. Associate - Customer Care - Voice in Balanga, Philippines. You will monitor SLAs, track real-time agent schedules, perform root-cause analysis, and support workforce planning and efficiency initiatives across operations.

The role emphasizes a data-driven approach, multi-system navigation, and collaboration with operations teams to optimize performance. Ideal candidates hold a Bachelor's degree across multiple fields and certifications in COPC.

Qualifications

• Bachelor's degree in Business Administration, Communications, Hospitality Management, Information Technology, or Marketing.

Responsibilities

• 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 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.

Skills

Banking Capital Markets

Customer Care

Customer Experience

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 is seeking a Sr. Associate - Customer Care - Voice in Balanga, Philippines. You will monitor SLAs, track real-time agent schedules, perform root-cause analysis, and support workforce planning and efficiency initiatives across operations.

The role emphasizes a data-driven approach, multi-system navigation, and collaboration with operations teams to optimize performance. Ideal candidates hold a Bachelor's degree across multiple fields and certifications in COPC.