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    JD - Front Line Manager-Operations - Genpact - IMI New Delhi

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    Shivangi Bhasin

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    © All Rights Reserved
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    JD - Front Line Manager-Operations - Genpact - IMI New Delhi

    Uploaded by

    Shivangi Bhasin
    2 views2 pages

    Original Title

    JD_Front Line Manager-Operations_Genpact_IMI New Delhi

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    © © All Rights Reserved

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    2 views2 pages

    JD - Front Line Manager-Operations - Genpact - IMI New Delhi

    Uploaded by

    Shivangi Bhasin

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 2

    <Job Title>

    With a startup spirit and 125,000 + curious and courageous minds, we have the expertise to go deep with the world’s
    biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work
    to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to
    create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

    Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep
    growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our
    vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

    Welcome to the relentless pursuit of better.

    Inviting applications for the role of Front-line Manager, Operations


    In this role, you will be working as an Team Manager, will be leading a team up to 20-30
    employees. Leading teams to optimize customer experience for Genpact Clients. This role will
    also involve working with customer-experience management team of Genpact interfacing with
    multiple Genpact clients in mapping the customer experience journey and meeting customer
    expectations. Should be professional from the Customer Experience management leader with
    Tech industry background. Should have an understanding of UPI payment, Wallet Applications,
    Digital money line of business.

    Responsibilities
    1. Be able to deliver optimum customer satisfaction and ensure that the teams remain
    engaged and motivated to grow their career with the organization.
    2. Assumes responsibility for effectively overseeing Call Center functions. Ensures all
    customer questions and complaints are resolved in a timely manner. Completes research
    and resolves documentation errors or discrepancies on complex customer problems.
    Ensures Call Center operations further Company strategic plans and are in accordance
    with established policies and procedures.
    3. Monitors service delivery and ensures excellence in service levels. Ensures deadlines and
    targets are met. Promotes goodwill and a positive image of the Company
    4. Provides leadership, conducts regular meetings to ensure that personnel are well
    informed of changes in policies and procedures. Discusses areas needing improvement.
    Oversees the activities of Call Center Representatives. Assigns, schedules, and
    coordinates personnel. Directs daily operations. Identifies, develops, and implements
    training programs as appropriate. Ensures that Call Center reps are thoroughly trained
    in all products and services.
    5. Conducts performance appraisals. Provides measurable feedback to assigned personnel
    and suggestions for improved performance. Formulates and implements employee
    corrective actions as needed. Should be able to coach, mentor and help all his/her direct
    reports to be motivated and engaged to grow their career with Genpact. Assists in
    interviewing and assigning new personnel as necessary

    1
    <Job Title>

    6. Performance metrics will include call center operations are effective and professionally
    conducted. Representatives are properly trained and customer service standards are at
    the highest level. All related records and reports are complete and current. Professional
    relations exist with customers, vendors, and other external business contacts.

    7. Communication and Presentations Skills: Should be able to communicate well with the
    clients and be able to present data post analysis
    8. Problem Solving: Should be tactical and be able to solve day to day operations issues and
    should be able to understand Service Delivery metrics
    9. Time Management: Should be able to manage his/her own time well and coach front line
    managers and agents staff to do the same.
    10. Out of box thinking : Use initiative and demonstrate creativity in solving problems for
    Genpact customers.
    11. Excellent communication skills with written and spoken English

    Qualifications we seek in you!


     MBA

    Required Competencies

     The candidate should be a high performer who craves the challenges of career growth
    and development, and a natural leader. Should be engaging, influential and motivating,
    and have outstanding communication skills.
     The resource should have the ability to draw insights from data and trends, ability to
    visualize complex data trends in simple and easy to understand ideas and create themes
    to coach mentor agents.
     Candidates associated digital ad marketing and AdWords experience

    Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color,
    religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic
    information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by
    applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion,
    respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on
    Twitter, Facebook, LinkedIn, and YouTube.

    Furthermore, please do 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.

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