AI-Powered Voice Care Specialist — Night Shift

Genpact Ltd.; États-Unis; À distance; USD 50 000 - 70 000; Plein temps

Résumé du poste

Genpact Ltd. is hiring a Specialist - Customer Care - Voice to manage day-to-day call center operations and drive high-quality customer service at scale. You will monitor metrics, implement efficiency improvements, and train agents to elevate the customer experience in a fast-moving, AI-enabled environment.

The role emphasizes data-driven reporting, collaboration with cross-functional teams, and ongoing adoption of advanced call center technologies to enhance customer engagement and satisfaction.

Qualifications

• Bachelors degrees in relevant fields (business, comms, hospitality, IT or marketing).
• Experience in customer care, CX, and call-center operations preferred.
• Strong data analytics, reporting and QA capabilities.

Responsabilités

• Manage day-to-day call center operations to ensure high-quality service.
• Monitor performance metrics and identify efficiency improvements.
• Develop strategies to boost productivity and service standards.
• Train and mentor call center staff for better engagement.
• Conduct regular QA to maintain service compliance and quality.
• Collaborate with cross-functional teams for alignment.
• Prepare performance reports and trend analyses for decision making.
• Support deployment of call center technologies to improve CX.

Connaissances

Banking Capital Markets

Customer Care

Customer Experience (CX)

Customer Journey Mapping

Customer Service

Data Analytics

Fraud Detection

Fraud Disputes

Online Customer Support

Online Transaction Processing (OLTP)

Sales

Sales Support

Speech Analytics

Strategic Advisory

Target Operating Model

Technical Support

Third Level Support

Virtual Administrative Support

Voice-User Interface

Formation

Bachelor's - Business Administration

Bachelor's - Communication

Bachelor's - Hospitality Management

Bachelor's - Information Technology

Bachelor's - Marketing

Outils

ServiceNow

COPC Certification

Description du poste

Genpact Ltd. is hiring a Specialist - Customer Care - Voice to manage day-to-day call center operations and drive high-quality customer service at scale. You will monitor metrics, implement efficiency improvements, and train agents to elevate the customer experience in a fast-moving, AI-enabled environment.

The role emphasizes data-driven reporting, collaboration with cross-functional teams, and ongoing adoption of advanced call center technologies to enhance customer engagement and satisfaction.