Senior Manager - Customer Service
- Genpact
- 5 to 9 Yrs
- Hyderabad
- 3 months ago
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Job Description
- Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. Inviting applications for the role of Senior Manager / Manager, Customer Service Responsibilities Respond to customer inquiries and problem escalations. Proactively resolve people issues and ensure that attrition is well below the defined target. Leading operations and spearheading processes for excelling business targets for the Business Unit. Meet all people management metrics: Responsible for Attrition, Manpower requirement, Capacity planning, Utilization and Scheduling, Efficiency per person, Monitoring, Time Management, Seat Utilization, Statement of Work, Business Continuity Plan, Reports, Dashboards, other deliverables as required. Driving Continuous Improvement Initiatives Develop and implement measurement systems and provide insightful analytics around the metrics. Deep technical expertise and data orientation in controllership, Management Information System and Service delivery Communicate with the customer on a regular basis to discuss operational issues and delivery, raise issues & build relationships, understand customer & client issues proactively, fix to get the delight factor. Set goals for the team and communicate goals on a regular basis. Coach & mentor people Motivating team with excellent people touch. Efficiency and Process Transformation commitment and upstream improvement opportunities using Lean Six Sigma Reconciliations of client reports Leading calls with clients and other business functions Running of projects independently Preparation of dashboards and ability to understand current Business processes and suggest improvements Key for details. Qualifications we seek in you! Minimum Qualifications/ Skills Any graduate Relevant experience in a BPO/KPO Should have handled large teams Customer Management exposure and good presentation skills is a must. Excellent in English Language Preferred Qualifications/ Skills Excellent Analytical & Communication skills Preferably the candidates prior experience in Internet based accounts and Customer service industry Ability to work & communicate with people across organizational unit. Excellent interpersonal & Management skills LEAN/Six Sigma Trained, Tested and Certified High MS-Office skill (Advance Excel) JobSenior Manager Primary LocationIndia-Hyderabad ScheduleFull-time Education LevelBachelor's / Graduation / Equivalent Job PostingFeb 20, 2025, 7:34:05 AM Unposting DateOngoing Master Skills ListOperations Job CategoryFull Time,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Senior Manager - Customer ServiceContact Details:
Company: GenpactLocation(s): Hyderabad
Keyskills: Customer Service People Management Operations Management Data Analysis Lean Six Sigma Communication Skills Presentation Skills Interpersonal Skills Management Skills Excel MSOffice
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