Manager - Customer Service

Ready to shape the future of work
At Genpact, we don&rsquot just adapt to change&mdashwe drive it. AI and digital innovation are redefining industries, and we&rsquore leading the charge. Genpact&rsquos AI Gigafactory, our industry-first accelerator, is an example of how we&rsquore scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that&rsquos shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Senior Manager / Manager, Customer Service

Responsibilities
. Respond to customer inquiries and problem escalations.. Proactively resolve people issues and ensure that attrition is well below the defined target.. Leading operations and spearheading processes for excelling business targets for the Business Unit.. Meet all people management metrics: Responsible for Attrition, Manpower requirement, Capacity planning, Utilization and Scheduling, Efficiency per person, Monitoring, Time Management, Seat Utilization, Statement of Work, Business Continuity Plan, Reports, Dashboards, other deliverables as required.. Driving Continuous Improvement Initiatives. Develop and implement measurement systems and provide insightful analytics around the metrics.. Deep technical expertise and data orientation in controllership, Management Information System and Service delivery. Communicate with the customer on a regular basis to discuss operational issues and delivery, raise issues & build relationships, understand customer & client issues proactively, fix to get the delight factor.. Set goals for the team and communicate goals on a regular basis.. Coach & mentor people - Motivating team with excellent people touch.. Efficiency and Process Transformation commitment and upstream improvement opportunities using Lean Six Sigma. Reconciliations of client reports. Leading calls with clients and other business functions. Running of projects independently. Preparation of dashboards and ability to understand current Business processes and suggest improvements Key for details.Qualifications we seek in you!Minimum Qualifications/ Skills. Any graduate. Relevant experience in a BPO/KPO. Should have handled large teams. Customer Management exposure and good presentation skills is a must.. Excellent in English LanguagePreferred Qualifications/ Skills. Excellent Analytical & Communication skills. Preferably the candidates prior experience in Internet based accounts and Customer service industry. Ability to work & communicate with people across organizational unit.. Excellent interpersonal & Management skills. LEAN/Six Sigma - Trained, Tested and Certified. High MS-Office skill (Advance Excel)

Why join Genpact
. Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation . Make an impact - Drive change for global enterprises and solve business challenges that matter. Accelerate your career Get hands-on experience, mentorship, and continuous learning opportunities . Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day . Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.Let&rsquos build tomorrow together.

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 respect and integrity, customer focus, and innovation. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.