Front Line Manager - Customer Care - Voice 4B

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

Front Line Manager - Customer Care - Voice

Ready to turn bold ideas into real-world impact?

At Genpact, we don't just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we're at the forefront of it. Genpact's AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world's leading enterprises.

Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

• Manage day-to-day operations of the call center, ensuring consistent delivery of high-quality customer service.
• Monitor performance metrics and operational indicators to identify improvement opportunities and drive efficiency.
• Develop and implement strategies to enhance productivity and service standards across the team.
• Train and mentor call center staff to strengthen service delivery and customer engagement capabilities.
• Conduct regular quality assurance assessments to maintain compliance with service expectations.
• Collaborate with cross-functional teams to ensure smooth communication and operational alignment.
• Prepare and present performance reports and trend analysis to support data-driven decision-making.
• Support implementation of call center technologies and tools to improve customer experience and operational effectiveness.

Qualifications

• Bachelors - Business Administration
• Bachelors - Communication
• Bachelors - Hospitality Management
• Bachelors - Information Technology
• Bachelors - Marketing

Certifications

• Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow

Required Skills

• Banking Capital Markets
• Customer Care
• Customer Experience (CX)
• Customer Journey Mapping
• Customer Service
• Data Analytics
• Financial Analysis Reporting
• Fraud Detection
• Fraud Disputes
• Sales

Language: English (Required)

Language Proficiency

Advanced - C1

Job Type

Regular

Master Skill List

Customer Care - Voice

Remote Type

Office

Work Shift

Night Job (India)

Why join Genpact?

• Lead AI-powered transformation - Drive innovation and solve real-world business challenges that matter
• Make an impact - Help global enterprises solve business challenges that matter
• Accelerate your career - Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.

Let's build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.