Senior Customer Care (Voice) – Remote, AI-Driven Ops

Genpact (UK) Limited; Muntinlupa; On-site; PHP 446,000 - 781,000; Full time

Job summary

Genpact (UK) Limited is seeking a Sr. Associate - Customer Care - Voice to drive SLA adherence and real-time scheduling within a fast-moving, AI-driven environment.

You will monitor activities, analyze performance, and support continuous improvements to deliver superior customer outcomes. This external referrals role emphasizes collaboration with operations, Lean and Six Sigma initiatives, and cross-team problem solving to optimize workforce and operations.

Qualifications

• Bachelors degrees in relevant fields are required.
• Certifications related to Customer Experience (COPC) are a plus.
• Professional background in customer care and CX is desirable.

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 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

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Job description

Genpact (UK) Limited is seeking a Sr. Associate - Customer Care - Voice to drive SLA adherence and real-time scheduling within a fast-moving, AI-driven environment.

You will monitor activities, analyze performance, and support continuous improvements to deliver superior customer outcomes. This external referrals role emphasizes collaboration with operations, Lean and Six Sigma initiatives, and cross-team problem solving to optimize workforce and operations.