Voice Customer Care Lead — Hybrid, SLA-Driven

Genpact Ltd.; Philippines; Hybrid; PHP 502,000 - 837,000; Full time

Job summary

Genpact Ltd. in the Philippines is seeking a Sr. Associate - Customer Care - Voice to support and optimize SLA performance, schedule alignment, and workforce planning in a fast-paced, innovation-led environment.

You will conduct root-cause analyses, lead corrective actions, and collaborate with operations teams to drive efficiency and service quality while navigating multiple systems for real-time floor operations.

Qualifications

• Bachelor’s degree in one of the listed fields.
• Proficiency in English with an upper-intermediate (B2) level.
• Experience in customer care, CX, or related fields preferred.

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.
• Navigate multiple systems and tools to manage real-time floor operations effectively.

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 Communications

Bachelor’s degree in Hospitality Management

Bachelor’s degree in Information Technology

Bachelor’s degree in Marketing

Job description

Genpact Ltd. in the Philippines is seeking a Sr. Associate - Customer Care - Voice to support and optimize SLA performance, schedule alignment, and workforce planning in a fast-paced, innovation-led environment.

You will conduct root-cause analyses, lead corrective actions, and collaborate with operations teams to drive efficiency and service quality while navigating multiple systems for real-time floor operations.