Sr. Associate - Customer Care - Voice 5B

1901 Genpact Services LLC (Philippines branch); Muntinlupa; Híbrido; PHP 420.000 - 650.000; Jornada completa

Descripción de la vacante

Genpact is seeking a Sr. Associate - Customer Care - Voice to monitor SLA adherence, optimize agent schedules, and lead root-cause analysis for performance improvements. The role involves collaboration with operations, participation in management meetings, and supporting Lean/Six Sigma initiatives.

The ideal candidate will hold a bachelor's in business, communications, hospitality, IT, or marketing, with COPC/Cust. Service certifications preferred and strong English proficiency (B2+).

Formación

• Bachelors degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
• Customer Experience Certification (COPC) and Professional Customer Service certification are preferred.

Responsabilidades

• 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 corrective action plans.
• Manage daily exception requests and update agent schedules accordingly.
• Coordinate entitlement planning and scheduling for workforce efficiency.
• Generate and analyze efficiency reports to identify trends and improvements.
• Participate in centralized or site-level management meetings as required.
• Support process improvement initiatives including Lean and Six Sigma projects.
• Execute other tasks 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.

Conocimientos

Banking Capital Markets

Customer Care

Customer Experience

Customer Service

Data Analytics

Fraud Detection

Fraud Disputes

Sales

Technical Support

English

English B2

Educación

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Customer Experience Certification (COPC) - COPC Inc.

Professional Customer Service - SMG/KRC Poland Human Resources

Descripción del empleo

Sr. Associate - Customer Care - Voice

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
• Customer Experience Certification (COPC) - COPC Inc.
• Professional Customer Service - SMG/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
• English Language Proficiency - Upper Intermediate - B2

Additional Job Location - Job Type Regular Master Skill List - Customer Care - Voice Remote Type - Hybrid Work Shift - Rotating (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

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.