Sr. Associate - Customer Care - Voice 5B

1401 Genpact India Pvt. Ltd.; Quezon City; Hybrid; PHP 446,000 - 893,000; Full time

Job summary

Genpact Ltd. is hiring a Sr. Associate - Customer Care - Voice in the Philippines. The role focuses on monitoring SLAs, real-time agent scheduling, and ongoing process improvements to boost service levels and efficiency.

Responsibilities include root cause analysis, entitlement planning, and collaboration with operations to optimize workforce performance across multiple systems. A strong background in client care and analytics is required.

Qualifications

• Bachelor’s degree in one of the listed fields.
• English proficiency required at advanced level.

Responsibilities

• Monitor and ensure adherence to SLAs.
• Track real-time agent schedule alignment and optimize breaks.
• Conduct root cause analysis for SLA deviations and support corrective actions.
• Manage daily exception requests and update agent schedules.
• Coordinate entitlement planning and scheduling for workforce efficiency.
• Generate and analyze efficiency reports for trends and improvements.
• Participate in centralized or site-level management meetings.
• Support Lean and Six Sigma process improvement initiatives.
• Execute other tasks to support operations.
• Engage with operations to discuss performance and planning.
• Navigate multiple systems to manage real-time floor operations.

Skills

Banking Capital Markets

Customer Care

Customer Experience (CX)

Customer Service

Data Analytics

Fraud Detection

Fraud Disputes

Sales

Technical Support

Education

Bachelor’s Degree in Business Administration

Bachelor’s Degree in Communication

Bachelor’s Degree in Hospitality Management

Bachelor’s Degree in Information Technology

Bachelor’s Degree in 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. Genpacts 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

• 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 (Required), English (Required)

Language Proficiency

Advanced - C1

Job Type

Regular

Master Skill List

Customer Care - Voice

Remote Type

Hybrid

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.
Lets 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.