Senior Customer Care Voice Associate — AI-Driven Hybrid

BrightClaim; Muntinlupa; Hybrid; PHP 320,000 - 520,000; Full time

Job summary

Genpact is seeking a Sr. Associate - Customer Care - Voice to lead and monitor SLA compliance, optimize agent schedules, and drive process improvements within a hybrid work model in the Philippines.

The role emphasizes data-driven decision making, root-cause analysis, and close collaboration with operations to support world-class customer care. You will engage with cross-functional teams to ensure optimal scheduling, workflow management, and continuous improvement initiatives across client

Qualifications

• Bachelor's degrees in Business Administration, Communication, Hospitality Management, IT, or Marketing.
• Experience in customer care, CX, and related analytics is preferred.
• Familiarity with banking, fraud, and sales processes is a plus.

Responsibilities

• Monitor SLA adherence and optimize agent schedules.
• Conduct root-cause analysis for SLA deviations and implement action plans.
• Manage daily exception requests and update agent schedules accordingly.
• Coordinate entitlement planning and scheduling for workforce efficiency.
• Generate efficiency reports and identify trends for improvement.
• Engage with operations teams on performance, scheduling, and workforce planning.

Skills

Banking Capital Markets

Customer Care

Customer Experience

Customer Service

Data Analytics

Fraud Detection

Fraud Disputes

Sales

Technical Support

Education

Bachelor's in Business Administration

Bachelor's in Communication

Bachelor's in Hospitality Management

Bachelor's in Information Technology

Bachelor's in Marketing

Job description

Genpact is seeking a Sr. Associate - Customer Care - Voice to lead and monitor SLA compliance, optimize agent schedules, and drive process improvements within a hybrid work model in the Philippines.

The role emphasizes data-driven decision making, root-cause analysis, and close collaboration with operations to support world-class customer care. You will engage with cross-functional teams to ensure optimal scheduling, workflow management, and continuous improvement initiatives across client