Voice Customer Care Specialist — Hybrid

1401 Genpact India Pvt. Ltd.; Philippines; Hybrid; PHP 469,000 - 725,000; Full time

Job summary

Genpact is hiring a Sr. Associate - Customer Care - Voice in the Philippines to monitor SLAs, optimize agent schedules, and perform root-cause analysis for performance improvements.

You will coordinate entitlement planning and generate efficiency reports while engaging with operations teams to drive workforce planning. A background in business, communications, hospitality, IT, or marketing supports success, with COPC/SMG/KRC certifications noted.

Qualifications

• Bachelor’s degrees in business administration, communication, hospitality management, information technology, or marketing.
• Customer Experience Certification (COPC) - COPC Inc. and Professional Customer Service - SMG/KRC Poland HR.

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.
• 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.

Skills

Banking

Capital Markets

Customer Care

CX

Customer Service

Data Analytics

Fraud Detection

Fraud Disputes

Sales

Technical Support

Education

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Job description

Genpact is hiring a Sr. Associate - Customer Care - Voice in the Philippines to monitor SLAs, optimize agent schedules, and perform root-cause analysis for performance improvements.

You will coordinate entitlement planning and generate efficiency reports while engaging with operations teams to drive workforce planning. A background in business, communications, hospitality, IT, or marketing supports success, with COPC/SMG/KRC certifications noted.