Genpact | Front Line Manager - Customer Care - Non - Voice 4C

Responsibilities

• Lead non-voice customer care operations, ensuring consistent service delivery across email, chat, and digital support channels.
• Manage team structure and capacity planning, aligning resources with business volumes and operational targets.
• Drive operational excellence through SLA/KPI tracking, workflow optimization, and implementation of digital tools.
• Build and maintain strong client relationships through regular governance meetings, performance reviews, and proactive issue resolution.
• Oversee quality assurance across non-voice interactions, ensuring compliance with customer experience standards and regulatory guidelines.
• Facilitate training and development programs to enhance team capabilities and support career progression.
• Collaborate with cross-functional teams to identify automation opportunities and reduce manual interventions in non-voice workflows.
• 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

Requirements

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

Genpact

Genpact is a global professional services and technology firm known for running and transforming business processes for large companies. It began in 1997 in Gurugram as a business unit of General Electric and became an independent company in 2005.

Finance and accounting is one of Genpact's core practices. The firm regularly hires CAs, CMAs and commerce graduates for record-to-report, order-to-cash, procure-to-pay, FP&A, and risk and controls roles.

• Industry: Professional services and business process management
• Headquarters: New York, USA
• In India: Major centres in Gurugram, Hyderabad, Bengaluru, Kolkata, Noida and other cities