Genpact Looking for DG – Senior Manager – Operations at Haryana , Faridabad Full Time

Job type full-time

Full job description

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing itNow, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent itCome, transform with us.
Inviting applications for the role of senior manager, operations
In this role, you will be working as an operations manager, will be leading a team of 75+ employees and ~4+ front line managersLeading teams who will be working for content curation with adwords background for genpact clientsThis role will also involve working with new customer-experience management team of genpact interfacing with multiple genpact clients in mapping the customer experience journey, understanding market and customer expectationsShould be professional from the customer experience management leader with fin-tech industry background responsibilities

Need excellent experience in leading large teams in the customer service environmentBe able to deliver optimum customer satisfaction and ensure that the teams remain engaged and motivated to grow their career with the organization.
Assumes responsibility for effectively overseeing call center functionsEnsures all customer questions and complaints are resolved in a timely mannerCompletes research and resolves documentation errors or discrepancies on complex customer problemsEnsures call center operations further company strategic plans and are in accordance with established policies and procedures.
Monitors service delivery and ensures excellence in service levelsEnsures deadlines and targets are metPromotes goodwill and a positive image of the company
Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communicationConducts regular meetings to ensure that personnel are well informed of changes in policies and proceduresDiscusses areas needing improvementOversees the activities of call center representativesAssigns, schedules, and coordinates personnelDirects daily operationsIdentifies, develops, and implements training programs as appropriateEnsures that call center reps are thoroughly trained in all products and services.
Conducts performance appraisalsProvides measurable feedback to assigned personnel and suggestions for improved performanceFormulates and implements employee corrective actions as neededShould be able to coach, mentor and help all his/her direct reports to be motivated and engaged to grow their career with genpactAssists in interviewing and assigning new personnel as necessary
Performance metrics will include call center operations are effective and professionally conductedRepresentatives are properly trained and customer service standards are at the highest levelAll related records and reports are complete and currentProfessional relations exist with customers, vendors, and other external business contacts.
Communication and presentations skills: should be able to communicate well with the clients and be able to present data post analysis
Problem solving: should be tactical and be able to solve day to day operations issues and should be able to understand service delivery metrics
Time management: should be able to manage his/her own time well and coach front line managers and agents staff to do the same.
Out of box thinking : use initiative and demonstrate creativity in solving problems for genpact customers

Qualifications we seek in you
Minimum qualifications/ skills

The candidate should be a high performer who craves the challenges of career growth and development, and a natural leaderShould be engaging, influential and motivating, and have outstanding communication skills
The resource should have the ability to draw insights from data and trends, ability to visualize complex data trends in simple and easy to understand ideas and create themes to coach mentor agents
Candidates associated with financial wallet workflows with a good understanding of the mobile eco-system will be an added advantage

Preferred qualifications/ skills

Relevant experience as a senior operations leader with experience in a customer service environment (preferably with ites, internet, social networking organization)
Has experience in the internet-based process
Prior experience in internet-based accounts and the customer service industry

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 lawsGenpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovationFor more information, visit www.genpact.comFollow us on twitter, facebook, linkedin, and youtube.

Job senior manager

Primary location india-gurugram

Schedule full-time

Education level bachelor`s / graduation / equivalent

Job posting aug 2, 2022, 2:38:39 pm

Unposting date ongoing

Master skills list domain

Job category full time

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Posted 4 days ago