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Customer Support Team Lead – Management Trainee - English


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.

 Transformation happens here. Come, be a part of our exciting journey!

Inviting applications for the role of Customer Support Team Lead – Management Trainee - English! 

Work Location: Chai Chee Road, Singapore

Due to the current health crisis related to COVID-19 and the escalating visa/travel restrictions in place, we’re currently unable to extend consider anyone who cannot work from Singapore due to lockdown visa/travel restrictions, or other restrictive measures until further notice. Consequently, we will be prioritizing candidates who can start in Singapore by set date as expected with no visa restrictions.


The Team Lead will handle day-to-day operations in a 24 by 7 environment, supporting client platform tools, email, chat, and other support interactions tools. Manage performance according to the relevant service level metrics, compliance to guidelines and policies for providing the Services.


The Team Lead’s responsibilities include but are not limited to the following:

  • Team Lead is expected to spend seventy percent (70%) of their time dedicated to coaching, shadowing, and supporting their agents directly. Effective use of key dashboards and call activity reporting to ensure excellent performance
  • Ability to identify and grow talent, lead, motivate and coach team members to establish and develop an effective team; identify outliers and manage team’s performance to continuous achieve targets
  • Leading day-to-day operations – ensure consistent quality and efficiency across various channels. Ensure consistent performance to achieve targets and service levels
  • Effective communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents
  • Able to adapt quickly to changes in workflows/processes/procedures/product features
  • Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization
  • Able to clearly outline current performance drivers of their market and action to continuously improve

Qualification we seek in you!

Team Lead must meet the following education, work experience and other requirements:

  • Experience in leading a team of customer service representatives.
  • Candidate must possess minimally any Diploma/Degree
  • Outstanding customer service skills with strong communication in English – both oral and written skills. Ability to communicate effectively with all levels of management and peers, both internally and externally
  • Ability to explain what's driving their teams' performance in a concise and data driven way
  • 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 and mentor all his/her team members to be motivated and engaged to grow their career with Genpact
  • Excellent analytical and problem-solving skills
  • Must have experience with a proven track record of extracting and manipulating data for analysis using Tableau, advanced Tools and Techniques in a fast-paced global technology company or a startup
  • High level of integrity as demonstrated personally and professionally
  • Act as a technical guide to help team in translating the business problems to the most appropriate mix of specific machine learning or data analysis tasks. Mentor team members with career planning and growth
  • Demonstrated proficiency in multi-tasking and prioritization
  • The ideal candidate will have a consistent track record for success and is known for their leadership, quality work and expertise within the supply chain arena. They need to have passion for inspiring change and innovation, invigorating a team, and building bridges to improve the value that is being delivered to clients
  • Previous personnel management experience with service/technical fields within Call Center environment or tech/service/sales industry
  • Familiarity with project management with moderate understanding of business process improvement methods
  • Understanding of departmental policies and procedures

What can we offer?

  • Attractive salary 
  • Stable job offers
  • Work in a multicultural and diverse environment
  • Genpact supports professional trainings and great career development opportunities
  • Free access to Genpact award-winning learning platform

 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 . Follow us on TwitterFacebookLinkedIn, and YouTube.


Job: Management Trainee

Job ID: HIG007073

Primary Location: SG - Singapore

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Aug 6, 2021

Master Skills List: Operations

Job Category: Full Time