Genpact is a leader in the globalization of services and technology, and a pioneer in business process management for companies around the world. We work with over 800 clients using intelligently constructed processes, analyzes and technologies. We offer a wide range of industry services. These include Finance and Accounting, Insurance and Banking, Purchasing & Supply Chain Management, Customer Service, Enterprise Applications, IT Infrastructure Management, Order Management.
We currently manage 4,700 processes in 30 languages through a network of over 70 operational centers in 20 countries. We work with Fortune Global 500 clients and beyond, and employ more than 77,000 people in more than 20 countries, with key offices in New York, Palo Alto, London and Delhi. Our clients are companies in a variety of industries, such as automotive, banking and finance, insurance, manufacturing, pharmaceuticals, telecommunications and logistics. We provide hassle-free service from our global centers to meet our clients' business, cultural and language goals.
We are known to generate impact. If you want to get to know us better, visit us at www.genpact.com.
Join us!
Responsibilities:
- Supervising a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintaining utilization, and day-to-day operational management;
- Ensuring achievement of SLA targets;
- Conducting daily and weekly meetings to share business updates;
- Conducting RCA to identify drivers impacting performance, and working closely with QAs, Trainers & SMEs to improve team performance;
- Perform other tasks requested by the manager to reach team objectives or the company’s objectives based on current needs;
- Perform all tasks in compliance with Genpact internal policies, procedures;
- Successfully graduating from the training plan attached to the position and the tasks;
- Training other team members regarding the daily tasks whenever necessary and requested by the manager;
- Updating the working procedures periodically;
- Supporting any systems/tools implementations applicable to the processes in scope;
- Provide feedback on team members’ process performance, identify domain knowledge gaps and plan relevant training sessions to address those gaps;
- Participate in the selection.
- Advanced level of English, min B2;
- Availability to take shift work (day and night shifts), also on weekends (2 weekends per month);
- Previous experience in managing a team;
- Experience working as an Agent in same/similar workflows;
- Willingness to learn and work on a dynamic project.
- Attractive salary;
- Stable job offers - employment contract;
- Work in a multicultural and diverse environment with employees from over 30 countries;
- Genpact supports professional training and great career development opportunities;
- Free access to our award-winning learning platform;
- Benefits such as Insurance, Luxmed, additional vacation days, biking policy.
