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Genpact
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Senior Manager - Customer Service

Senior Manager - Customer Service

Genpact

5 - 9 years

0 Lacs

hyderabad telangana

Posted:1 week ago| Platform: Shine logo

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Skills Required

customer service people management operations service delivery lean six sigma management information system communication skills presentation skills interpersonal skills excel data orientation msoffice

Work Mode

On-site

Job Type

Full Time

Job Description

As a Senior Manager / Manager in the Customer Service role at Genpact, you will be responsible for responding to customer inquiries and addressing problem escalations in an efficient manner. Your primary focus will be on proactively resolving people issues to ensure that attrition remains well below the defined target. Leading operations and spearheading processes to meet and exceed business targets for the Business Unit will be a key aspect of your role. You will be expected to manage various people management metrics including attrition, manpower requirement, capacity planning, utilization and scheduling, efficiency per person, monitoring, time management, seat utilization, statement of work, business continuity plan, reports, dashboards, and other deliverables as required. Driving continuous improvement initiatives and implementing measurement systems to provide insightful analytics around the metrics will also be part of your responsibilities. Your deep technical expertise and data orientation will be crucial in controllership, Management Information System, and service delivery. Regular communication with customers to discuss operational issues, build relationships, and understand client concerns will be essential. Setting goals for the team, coaching and mentoring team members, and motivating them with excellent people touch will also be key responsibilities. Additionally, you will be expected to demonstrate efficiency and process transformation commitment, identify upstream improvement opportunities using Lean Six Sigma, reconcile client reports, lead calls with clients and other business functions, run projects independently, and prepare dashboards while suggesting improvements in current business processes. To be successful in this role, you should possess a Bachelor's degree or equivalent, relevant experience in a BPO/KPO, and a track record of handling large teams. Customer management exposure, good presentation skills, and proficiency in English language are must-have qualifications. Preferred qualifications include excellent analytical and communication skills, prior experience in Internet-based accounts and the customer service industry, the ability to work and communicate effectively across organizational units, interpersonal and management skills, LEAN/Six Sigma certification, and advanced MS-Office skills. If you are someone who is driven by the relentless pursuit of excellence, passionate about delivering outcomes that shape the future, and eager to create lasting value for clients, then this role at Genpact is the perfect opportunity for you to showcase your skills and contribute to the success of the organization.,

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Senior Manager - Customer Service