Sr. Associate - Customer Care - Voice 5B

Genpact Services LLC; Muntinlupa; On-site; PHP 360,000 - 600,000; Full time

Job summary

Genpact is seeking a Senior Associate for Customer Care - Voice to monitor and support SLA adherence, optimize real-time agent schedules, and drive service quality in a fast-moving, AI-enabled environment.

You will analyze performance, participate in process improvements, and coordinate entitlement planning while contributing to a data-driven, customer-centric operation from the Manila area.

Qualifications

• Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
• Hands-on experience in customer care operations or CX programs is preferred.
• Certifications in COPC or related CX frameworks are a plus.

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 corrective actions.
• Coordinate entitlement planning and scheduling to ensure workforce efficiency.

Skills

Banking

Capital Markets

Customer Care

Customer Experience

Customer Service

Data Analytics

Fraud Detection

Fraud Disputes

Sales

Technical Support

Education

Business Administration

Communication

Hospitality Management

Information Technology

Marketing

Job description

Sr. Associate - Customer Care - Voice

Ready to turn bold ideas into real-world impact?

At Genpact, we don't just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we're at the forefront of it. Genpact's AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies' most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world's leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

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.

Qualifications

Bachelors

• Business Administration, Bachelors
• Communication, Bachelors
• Hospitality Management, Bachelors
• Information Technology, Bachelors
• Marketing

Certifications

Customer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources

Required Skills

Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Sales, Technical Support

Language

English

Job Type

Regular

Master Skill List -

Customer Care - Voice

Remote Type -

Office

Work Shift -

Any (Philippines)

Why join Genpact?

• Lead AI-powered transformation - Drive innovation and solve real-world business challenges that matter
• Make an impact - Help global enterprises solve business challenges that matter
• Accelerate your career - Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let's build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.