Sr. Associate, Customer Care (Voice) - AI-Driven Ops

Genpact Ltd.; Muntinlupa; On-site; PHP 357,000 - 469,000; Full time

Job summary

Genpact in Manila seeks a Sr. Associate - Customer Care (Voice) to monitor SLA adherence, manage agent schedules, and conduct root-cause analyses to drive performance improvements.

You will coordinate entitlement planning and generate efficiency insights, engaging with operations teams to optimize workforce planning and service delivery. Join a fast-moving, AI-forward environment where you contribute to Lean and Six Sigma projects and help global clients transform operations at scale.

Qualifications

• Bachelor's degree in Business Administration, Communications, Hospitality Management, IT or Marketing.
• Experience in customer care or contact center environments preferred.
• Certifications in CX or process improvement 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.
• Manage daily exception requests and update agent schedules.
• Coordinate entitlement planning and scheduling for workforce efficiency.
• Generate and analyze efficiency reports to identify trends and improvements.
• Participate in site-level management meetings as required.
• Support Lean and Six Sigma initiatives.

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 in Manila seeks a Sr. Associate - Customer Care (Voice) to monitor SLA adherence, manage agent schedules, and conduct root-cause analyses to drive performance improvements.

You will coordinate entitlement planning and generate efficiency insights, engaging with operations teams to optimize workforce planning and service delivery. Join a fast-moving, AI-forward environment where you contribute to Lean and Six Sigma projects and help global clients transform operations at scale.