Supervisor - Assistant Manager

Genpact; Johannesburg; On-site; ZAR 279,000 - 390,600; Full time

Benefits offered by this job

Mentorship and continuous learning opportunities

Dynamic work environment

Opportunity for career transformation

Job summary

A global consulting firm is seeking a Supervisor - Assistant Manager in Johannesburg. The role involves leading teams, ensuring high-quality service delivery, and developing training programs to enhance skills. Candidates should have 2+ years in US financial services and relevant supervisory experience in customer service. This full-time position aims for excellence in client interactions and operational efficiency.

Qualifications

• 2 years of experience in US financial services and 4 years in a voice role.
• Experience in a supervisory role within customer service.
• Ability to work under pressure and manage multiple priorities.

Responsibilities

• Inspire and lead new hire batches and Production teams.
• Track and analyze team performance metrics.
• Develop training programs to enhance team skills.

Skills

Problem-Solving

Communication

Leadership

Adaptability

Education

Graduate or Post Graduate in any field

Tools

MS Word

MS Excel

CRM software

Job description

Genpact City of Johannesburg, Gauteng, South Africa

Overview

Inviting applications for the role of Supervisor - Assistant Manager.

Responsibilities

• Leadership: Ability to inspire and lead new hire batches and Production teams towards achieving common goals in direction of knowledge management and retention.
• Problem-Solving: Strong analytical skills to identify issues and develop effective solutions.
• Communication: Excellent verbal and written communication skills to interact with team members and customers effectively.
• Adaptability: Ability to work in a 24x7 fast-paced environment and adapt to changing priorities.
• Lead and manage: Oversee the daily operations of the voice customer service and outbound call team, ensuring high-quality service delivery.
• Performance monitoring: Track and analyze team performance metrics, providing regular feedback and coaching to improve efficiency and effectiveness.

Qualifications

• Minimum Qualifications / Skills: 2 years of experience working on US financial services and a minimum of 4 years of experience in a voice role; experience in managing a team and ability to train and process quality audits.
• Experience: Relevant experience in a supervisory role within customer service or call center operations.
• Skills: Strong leadership, communication, and problem-solving skills. Proficiency in CRM software and call center technologies.
• Attributes: Ability to work under pressure, manage multiple priorities, and adapt to changing business needs.
• Training and development: Develop training programs to enhance team skills and knowledge, fostering a culture of continuous improvement.
• Customer satisfaction: Ensure customer inquiries and issues are resolved promptly and effectively, maintaining high levels of customer satisfaction.
• Process improvement: Identify opportunities for process enhancements and implement strategies to optimize service delivery.
• Reporting: Prepare and present regular reports on team performance, customer feedback, and operational challenges to senior management.

Education

• Education: Graduate or Post Graduate in any field
• Additional: Advanced knowledge of MS Word & Excel.
• Other: Ability to work in a fast-paced environment where standards of quality and timelines are established.
• Integrity: High integrity to ensure compliance.
• Teamwork: Ability to work effectively in a team.
• Experience: Relevant experience with international IB/ OB Voice process

Benefits

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career — Get hands-on experience, mentorship, and continuous learning opportunities
• 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

Let’s build tomorrow together.

Should you not receive a response within 30 days please consider your application unsuccessful.

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.

Furthermore, please note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Business Consulting and Services and Outsourcing and Offshoring Consulting