Sr Manager

  • Pune
  • Genpact
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.We are inviting applications for the role of Senior Manager, Customer ServiceIn this role, you will be responsible for Drive Continuous Improvement and Develop a strategy for team to reach organization goal. Responsibilities Monitor team members and able to provide mentorship whenever neededManage the flow of day-to-day operations & key metrics like Sales, NPS, Issue resolutionBuild reports to update the company on the team's progressRapport building with the internal & external stakeholderDeal with any issues that arise during shift promptly and professionally, seeking advice from the duty manager where necessaryEnsure that the highest possible levels of customer service are delivered at all timesAssist the Manager as and when necessary to make the business run effectively and efficientlyCommunicate clear instructions to team membersAudit conversations & giving coaching & feedback to the agentsControl shrinkage & attrition, drive production hours Qualifications we seek in youMinimum qualifications Graduation in any stream (Preferred B.Tech. or any Technical graduation or additional certification done along with any existing graduation degree)Meaningful experience in Operations with Customer ServiceRelevant experience in Team Handling/ people facing role. Proven track record for handling 15 to 20 resources and keeping an engaged workforce in absence of Team LeaderProficient with MS Excel, MS Word, MS PowerPoint Preferred qualifications Good analytical and problem solving skillsAbility to communicate verbally and through emails/Phones with businessesProven ability to build effective working relationships with clients & internal stakeholders