Senior Customer Care (Voice) — AI-Driven Hybrid Ops

Genpact Ltd.; Muntinlupa; Hybrid; PHP 480,000 - 720,000; Full time

Job summary

Genpact Ltd. is hiring a Sr. Associate - Customer Care - Voice in the Philippines. The role focuses on monitoring SLAs, optimizing agent schedules, and supporting data-driven improvements within a hybrid work setup.

The ideal candidate brings a background in customer care, CX, and analytical skills, with COPC certification preferred and English proficiency at B2 level. This position offers exposure to AI-driven processes and global client engagements.

Qualifications

• Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology or Marketing.
• English language proficiency at Upper Intermediate (B2).
• Experience in customer care and CX related roles.
• COPC Certification is preferred (COPC Inc.).

Responsibilities

• Monitor and support adherence to SLAs.
• Track real-time agent schedule alignment and optimize breaks.
• Conduct root-cause analysis for SLA deviations and support corrective actions.
• Manage daily exception requests and update agent schedules.
• Coordinate entitlement planning and scheduling for workforce efficiency.
• Generate and analyze reports to identify trends and improvements.
• Participate in management meetings and support Lean/Six Sigma initiatives.
• Navigate multiple systems to manage real-time floor operations.

Skills

Customer Care

Data Analytics

Customer Experience (CX)

Fraud Detection

Fraud Disputes

Technical Support

Banking Capital Markets

Sales

Education

Bachelor's degree in Business Administration

Bachelor's degree in Communication

Bachelor's degree in Hospitality Management

Bachelor's degree in Information Technology

Bachelor's degree in Marketing

Job description

Genpact Ltd. is hiring a Sr. Associate - Customer Care - Voice in the Philippines. The role focuses on monitoring SLAs, optimizing agent schedules, and supporting data-driven improvements within a hybrid work setup.

The ideal candidate brings a background in customer care, CX, and analytical skills, with COPC certification preferred and English proficiency at B2 level. This position offers exposure to AI-driven processes and global client engagements.