Assistant Manager-Customer Service Operations II Hyderabad

Assistant Manager

Location-Hyderabad

In this role, you will be working as a Team Manager, will be leading a team up to 20-25 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 Content Moderation.  

The skills required for the job are:

1. Proven track record of leading 20-25 member teams in customer service, driving optimal customer satisfaction, and fostering a motivating environment that promotes team engagement and career growth. 
2. Operational Oversight: Ensure timely resolution of customer queries and complaints. Conduct research and resolve complex customer issues, documentation errors, and discrepancies. Align operations with company strategic plans, policies, and procedures 
3. Assumes responsibility for effectively overseeing operational 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 operations further Company strategic plans and are in accordance with established policies and procedures. 
4. Monitors service delivery and ensures excellence in service levels. Ensures deadlines and targets are met. Promotes goodwill and a positive image of the Company 
5. 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. 
6. 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 
7. 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. 
8. Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis 
9. Problem Solving: Should be tactical and be able to solve day to day operations issues and should be able to understand Service Delivery metrics. Evaluate current operational strategies and recommend improvements. 
10. Time Management: Should be able to manage his/her own time well and coach front line managers and agents staff to do the same. 
11. Out of box thinking : Proactively leverage initiative and creative problem-solving skills to deliver innovative solutions for Genpact customers. 

Excellent communication skills with written and spoken English 

What youll do:

Additional Inputs

• A high-achieving, ambitious leader who thrives on challenges and career growth opportunities 
• Excellent communication skills, with the ability to engage, influence, and motivate teams 
• Data-driven mindset, with the ability to: 
• Derive insights from data and trends 
• Simplify complex data into actionable themes 
• Coach and mentor agents using data-driven approaches