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Assistant Manager-Contact Center US

3 - 7 years

0 Lacs

noida uttar pradesh

Posted:1 month ago| Platform: Shine logo

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Skills Required

ms office analytical skills customer service active listening probing solutionfocused empathy net promote score

Work Mode

On-site

Job Type

Full Time

Job Description

As an Assistant Manager, Customer Care at Genpact, you will lead a team of collectors to ensure SLA delivery. Your responsibilities will include providing coaching, call monitoring, and issuing disciplinary actions to your team. You will also be leading a team of supervisors in day-to-day functions, coordinating workflow, and developing staff through training and career planning. Additionally, you will monitor performance, provide feedback, and ensure compliance with standards and practices. **Key Responsibilities:** - Lead a team of supervisors in day-to-day functions, including directing, planning, supervising, and evaluating the work of assigned staff. - Coordinate workflow to achieve operational requirements. - Plan and lead the execution of employee engagement, rewards, and recognition to improve performance and reduce attrition. - Develop staff by assessing Leadership proficiencies, promoting training and career planning, and coaching for career development. - Monitor performance according to established standards, provide feedback, and prepare detailed performance reviews. - Identify operational improvements, maintain service quality, and lead process improvement projects. - Manage conflict, respond to operational issues, and handle special projects. - Ensure compliance with standards and practices, manage expenses, and achieve business goals. - Perform other assigned duties as necessary. **Qualifications:** *Minimum Qualifications:* - Proficient in MS Office (Excel, Word, PowerPoint, etc.). - Good analytical skills. - Customer service experience required. - College graduate. - Demonstrated outstanding active listening skills, probing ability, solution-focused approach, and can-do attitude to build customer dedication. *Preferred Qualifications/ Skills:* - Able to demonstrate empathy and build rapport with customers. - Previous experience in meeting/driving Net Promote Score performance/expectations, preferably in a customer service business for Consumer Credit Cards. Please note that the above qualifications and responsibilities are indicative and may be subject to change based on the requirements of the role.,

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