Genpact is hiring for the role of Assistant Manager - Customer Service!
Responsibilities of the Candidate:
- Lead and inspire a high-performing team responsible for delivering exceptional customer support.
- Use live and legacy reports, tools, and systems to monitor team performance and identify areas of improvement in real-time.
- Coach team members of varying skill levels, focusing on skill development for poor performers while inspiring top performers to achieve greater heights.
- Provide hands-on guidance through a "show me rather than tell me" approach to build team independence and confidence.
- Foster a culture of continuous learning by turning daily customer interactions into opportunities for growth and improvement.
- Collaborate with customer service teams on product, process, and customer experience improvement initiatives.
- Proactively identify customer improvement opportunities and turn them into actionable solutions.
- Partner with stakeholders to deliver impactful changes that align with business objectives and customer needs.
- Stay engaged with customer queries for at least one hour daily, managing escalations and gaining insights into top user challenges.
- Monitor customer experience metrics through dashboards and contact center tools, ensuring success across KPIs like issue resolution, FCR, AHT, transfers, and productivity & hygiene.
- Facilitate weekly huddles with agents to focus on key topics, metrics, and areas for improvement.
- Analyse trends and use data-driven insights to make recommendations that improve policies, processes, and products.
- Act as the voice of the customer, presenting clear insights and measurable impacts to stakeholders.
Requirements:
- Any graduate.
- Relevant experience in managing teams in a contact centre, BPO, or vendor management environment.
- Fluency in English (verbal and written).
- Strong knowledge of solution design processes, operating models, and contact centre technology.