Virtual CX Voice Role – Return-to-Work Ready

Genpact; Balanga; On-site; PHP 335,000 - 558,000; Full time

Job summary

Genpact is seeking a Sr. Associate in Customer Care - Voice to monitor SLA adherence, optimize agent schedules, and drive efficiency.

The role involves real-time analytics, escalation handling, and collaboration across operations to improve service delivery. The position targets professionals with a strong foundation in customer care, CX, and data analytics, with exposure to financial markets and fraud-related processes.

Qualifications

• Bachelor-degree holders in business, communications, hospitality, IT or marketing.
• Strong customer care and service experience preferred in BPO environments.
• Exposure to data analytics and process improvement is a plus.

Responsibilities

• Monitor and support SLA adherence and real-time schedule alignment.
• Analyze root causes for SLA deviations and support corrective actions.
• Manage daily exception requests and update agent schedules accordingly.
• Coordinate entitlement planning and scheduling for workforce efficiency.
• Generate reports to identify trends and improvement areas.
• Support Lean and Six Sigma process improvement initiatives.
• Engage with operations teams on performance and workforce planning.
• Navigate multiple systems to manage real-time floor operations.

Skills

Customer Care

Data Analytics

Customer Service

Fraud Detection

Fraud Disputes

Technical Support

Sales

Banking Capital Markets

Customer Experience (CX)

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Job description

Genpact is seeking a Sr. Associate in Customer Care - Voice to monitor SLA adherence, optimize agent schedules, and drive efficiency.

The role involves real-time analytics, escalation handling, and collaboration across operations to improve service delivery. The position targets professionals with a strong foundation in customer care, CX, and data analytics, with exposure to financial markets and fraud-related processes.