Assistant Manager
- Gurgaon, Haryana
- Permanent
- Full-time
Inviting applications for the role of Assistant Manager – Supervisor
Responsibilities
- Leadership: Ability to inspire and lead new hire batches and Production teams towards achieving common goals in direction of knowledge management and retention.
- Problem-Solving: Strong analytical skills to identify issues and develop effective solutions.
- Communication: Excellent verbal and written communication skills to interact with team members and customers effectively.
- Adaptability: Ability to work in a 24x7 fast-paced environment and adapt to changing priorities.
- Lead and manage: Oversee the daily operations of the voice customer service and outbound call team, ensuring high-quality service delivery.
- Performance monitoring: Track and analyze team performance metrics, providing regular feedback and coaching to improve efficiency and effectiveness.
Minimum Qualifications / Skills:
- Training and development: Develop training programs to enhance team skills and knowledge, fostering a culture of continuous improvement.
- Customer satisfaction: Ensure customer inquiries and issues are resolved promptly and effectively, maintaining high levels of customer satisfaction.
- Process improvement: Identify opportunities for process enhancements and implement strategies to optimize service delivery.
- Reporting: Prepare and present regular reports on team performance, customer feedback, and operational challenges to senior management.
- Qualifications:
- Experience: Relevant experience in a supervisory role within customer service or call center operations.
- Skills: Strong leadership, communication, and problem-solving skills. Proficiency in CRM software and call center technologies.
- Attributes: Ability to work under pressure, manage multiple priorities, and adapt to changing business needs.
- Working Window: Mandatory readiness to work during US hours of operations i.e. Evening/ Night shifts (India time) with rotational week off
o Shift timings in US Hours:
6:00 am - 3:00 pm MST
7:30 am - 4:45 pm MST
10:00 am - 7:00 pm MST
o Shift timings in IND Hours:
6:30 pm - 3:30 am IST
8:00 pm - 5:15 am IST
10:30 pm - 7:30 am ISTEducation Qualification: Graduate or Post Graduate in any field
- Advanced knowledge of MS Word & Excel.
- Ability to work in a fast-paced environment where standards of quality and timelines are established.
- High integrity to ensure compliance.
- Ability to work effectively in a team.
- Relevant experience with international IB/ OB Voice process
- Mandatory experience in Training and/ or Quality function as Process Trainer and/ or Quality Auditor
Furthermore, please note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.