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Contact Center UK

2 - 6 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 a Management Trainee, Customer Care at Genpact, you will be leading a team of collectors to ensure SLA delivery. Your responsibilities include providing coaching, call monitoring, and implementing disciplinary actions when necessary. You will also be leading a team of supervisors in day-to-day functions, coordinating work flow, and developing staff through training and career planning. Key Responsibilities: - Lead a team of supervisors in day-to-day functions, including directing, planning, supervising, and evaluating the work of assigned staff. - Coordinate work flow to meet operational requirements and achieve volume targets. - Plan and execute employee engagement, rewards, and recognition programs to drive performance and reduce attrition. - Develop staff by assessing leadership proficiencies, promoting training, and coaching employees for career development. - Monitor cluster performance according to established standards and provide performance feedback to supervisors and associates. - Identify operational improvements, ensure accuracy and quality of services, and lead process improvement projects. - Manage conflict using appropriate tools, respond to operational issues, and handle special projects within defined areas of responsibility. - Ensure compliance with department, business unit, and regulatory agency standards and practices. - Identify resources to achieve business goals, manage expenses, and contribute to financial practices and standards. Qualifications Required: 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: - Ability 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 job posting is for a full-time position located in India-Noida. The education level required is a Bachelor's degree or equivalent. The job was posted on Jun 17, 2025, and the unposting date is set for Aug 16, 2025.,

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