Voice Customer Care Pro — SLA & Ops, AI-Driven

Genpact Services LLC; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

Genpact Philippines is seeking a Sr. Associate - Customer Care - Voice to support global clients in a fast-moving, innovation-driven environment. You will monitor SLAs, optimize agent breaks, and collaborate with cross-functional teams to deliver superior customer experiences.

The role emphasizes analytics, process improvement, and readiness to participate in Lean and Six Sigma initiatives, with a focus on reliable operations and effective scheduling.

Qualifications

• Bachelor's degree in a relevant field.
• Experience in customer care and voice processes.
• Strong communication and problem-solving skills.

Responsibilities

• Monitor and support adherence to service level agreements (SLAs).
• Track real-time agent schedule alignment and optimize breaks.
• Analyze efficiency reports to identify trends and improvement areas.
• Engage with operations teams to discuss performance and workforce planning.

Skills

Banking

Capital Markets

Customer Care

Customer Experience (CX)

Customer Service

Data Analytics

Fraud Detection

Fraud Disputes

Sales

Technical Support

Education

Bachelor's degree

Job description

Genpact Philippines is seeking a Sr. Associate - Customer Care - Voice to support global clients in a fast-moving, innovation-driven environment. You will monitor SLAs, optimize agent breaks, and collaborate with cross-functional teams to deliver superior customer experiences.

The role emphasizes analytics, process improvement, and readiness to participate in Lean and Six Sigma initiatives, with a focus on reliable operations and effective scheduling.