Supervising a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintaining utilization and day to day operational management
Ensuring achievement of SLA targets
Conducting daily and weekly meetings to share business updates
Conducting RCA to identify drivers impacting performance, and works closely with QAs, Trainers & SME’s to improve team performance
Perform other tasks requested by the manager to reach team objective or the company’s objectives based on current needs.
Perform all tasks in compliance with Genpact internal policies, procedures.
Successfully graduating the training plan attached to the position and the tasks
Training other team members regarding the daily tasks whenever necessary and requested by the manager;
Updating the working procedures periodically
Supporting any systems / tools implementations applicable to the processes in scope
Provide feed-back on team members’ process performance, identify domain knowledge gaps and plan relevant training sessions to address those gaps
Participate in the selection of team members for different roles by assessing their domain / process knowledge
Proven ability to lead large team towards meeting the agreed SLA’s with the client and drive improvement projects to continuously enhance customer satisfaction;
Proven strong analytical, problem solving and project management skills;
Self-motivated, high-energy levels and works well under strict deadlines;
Ability to manage the quality expectations and put in place relevant controls within the process to ensure the team delivers at expected standards
Ability to bring external and internal data insights into the process, seize optimization and automation opportunities through successful implementation of supporting digital tools
Solid understanding of workflow, tools used for providing services
Previous experience in managing team
Willingness to learn and work on a dynamic project
What we can offer
Stable job offers - employment contract.
Work in a multicultural and diverse environment with employees from over 30 countries
Genpact supports professional trainings and great career development opportunities.
Free access to our award-winning learning platform
Benefits such as Insurance, Luxmed, Multisport Lunch pass Card, additional vacation days, biking policy.
As an Equal Opportunity Employer we encourage you to apply to this opening position(s) with your preferred CV format. Please note that Genpact does not impose any CV format nor do we require you to enclose, a photograph to your CV as part of the application process.
It is the candidate’s absolute discretion if he / she chooses to upload a CV with or without a photograph enclosed.
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