Genpact | Front Line Manager - Customer Care - Voice 4B

Responsibilities

• Manage day-to-day operations of the call center, ensuring consistent delivery of high-quality customer service.
• Monitor performance metrics and operational indicators to identify improvement opportunities and drive efficiency.
• Develop and implement strategies to enhance productivity and service standards across the team.
• Train and mentor call center staff to strengthen service delivery and customer engagement capabilities.
• Conduct regular quality assurance assessments to maintain compliance with service expectations.
• Collaborate with cross-functional teams to ensure smooth communication and operational alignment.
• Prepare and present performance reports and trend analysis to support data-driven decision-making.
• Support implementation of call center technologies and tools to improve customer experience and operational effectiveness.

Required skills

• Experience (CX), Customer Journey Mapping, Customer Service, Data Analytics, Financial Analysis Reporting, Fraud Detection, Fraud Disputes, Sales.
• 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