Customer Care Operations Lead — Night Shift (Voice)

Genpact Ltd.; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Genpact is seeking a Front Line Manager - Customer Care - Voice to lead day-to-day call center operations and drive high-quality customer service. The role focuses on monitoring metrics, implementing productivity strategies, and coaching staff to enhance customer engagement.

You will collaborate with cross-functional teams, present performance trends, and support deployment of call center technologies to elevate the customer experience. Strong English proficiency is required.

Qualifications

• Minimum Bachelor’s degree in business or related field.

Responsibilities

• Manage day-to-day operations of the call center and ensure high-quality customer service.
• Monitor performance metrics and identify opportunities to improve efficiency.
• Develop strategies to enhance productivity and service standards.
• Train and mentor call center staff to improve delivery and engagement.
• Conduct regular quality assurance to maintain service standards.
• Collaborate with cross-functional teams for alignment.
• Prepare and present performance reports and trends for data-driven decisions.
• Support implementation of call center technologies to improve customer experience.

Skills

Customer Care

Customer Experience

Data Analytics

Financial Analysis Reporting

Fraud Detection

Fraud Disputes

Sales

Banking Capital Markets

Customer Service

Customer Journey Mapping

English Language

Education

Bachelors - Business Administration

Bachelors - Communication

Bachelors - Hospitality Management

Bachelors - Information Technology

Bachelors - Marketing

Tools

ServiceNow

Job description

Genpact is seeking a Front Line Manager - Customer Care - Voice to lead day-to-day call center operations and drive high-quality customer service. The role focuses on monitoring metrics, implementing productivity strategies, and coaching staff to enhance customer engagement.

You will collaborate with cross-functional teams, present performance trends, and support deployment of call center technologies to elevate the customer experience. Strong English proficiency is required.