Careers at Genpact

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

Are you the one we are looking for?

We are inviting applications for the role of Front Line Manager

Responsibilities

• Provide support, instruction, and coaching to a team of front-line agents                    
• Manage floor coverage in a large team environment
• Actively pursue initiatives that aid team members in achieving individual and team   Key Performance Indicators
• Work in tandem with the Manager to identify and address performance and developmental opportunities
• Establish and maintains effective working relationships with peers and partners in other business units with goal of optimizing client relationships
• First point of contact for customer escalated calls. Ability to foster and support a diverse team environment across differences (race, age, gender, sexual orientation, etc.)
• Help develop agents to be self-sufficient by helping them find the answers themselves
• Coordinate daily schedule with Supervisor and set daily coaching activities
• Listen real time and provide QNI feedback to agents
• Share thoughts on team and ideas on how to improve performance of the team, morale, etc.
• Identify process improvement opportunities to increase efficiency and effectiveness of team and still maintain an exceptional level of service to the customer. Make recommendations to the Assistant Manager/Manager

Qualifications we seek in you

Minimum qualifications

• Bachelor’s Degree
• Knowledge of all operational processes and policies
• At least HV70 in previous evaluations
• No active CAP

Preferred qualifications

• Good communication and interpersonal skills
• High energy and commitment levels
• Proficient in MS Office (Excel, Word, PowerPoint, etc.)
• Good analytical skills
• Customer Service experience an advantage

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.