Senior Voice Customer Care Specialist – Hybrid

Genpact Ltd.; Quezon; Hybrid; PHP 391,000 - 614,000; Full time

Job summary

Genpact Ltd. in the Philippines seeks a Sr. Associate - Customer Care - Voice to monitor and support SLA adherence, optimize agent breaks, and conduct root-cause analysis to drive corrective actions. You will coordinate scheduling, manage exceptions, and contribute to workforce planning.

Join a dynamic team focused on Lean and Six Sigma initiatives, with collaboration across operations to discuss performance, scheduling, and process improvements in a hybrid work environment.

Qualifications

• Bachelors degrees listed in the Qualifications section are required or preferred.
• Bachelor's degrees cover business, communications, hospitality, IT, or marketing fields.
• Candidate should have relevant customer care focus and industry knowledge.

Responsibilities

• Monitor and support activities to ensure adherence to SLAs, track real-time agent schedule alignment and optimize breaks.
• 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.

Skills

Banking Capital Markets

Customer Care

Customer Experience (CX)

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 Ltd. in the Philippines seeks a Sr. Associate - Customer Care - Voice to monitor and support SLA adherence, optimize agent breaks, and conduct root-cause analysis to drive corrective actions. You will coordinate scheduling, manage exceptions, and contribute to workforce planning.

Join a dynamic team focused on Lean and Six Sigma initiatives, with collaboration across operations to discuss performance, scheduling, and process improvements in a hybrid work environment.