Specialist - Customer Care - Voice

About Genpact

Genpact is a global professional services firm driven by digital transformation, combining AI, analytics, design thinking, and lean principles to enable innovative business solutions and optimize operations for Fortune Global 500 companies worldwide. Established as an independent entity since 2005, Genpact operates in over 20 countries with a workforce exceeding 77,000 employees.

Role Overview

We are seeking a Specialist for our Customer Care Voice team based in Noida, working onsite in a US shift. This role involves managing and enhancing the daily operations of the call center, focusing on high-quality customer interactions and operational excellence to support our commitment to superior client service.

Key Responsibilities

• Oversee daily call center activities ensuring consistent delivery of excellent customer care.
• Analyze performance data and operational metrics to identify areas for improvement and boost efficiency.
• Implement strategies to raise team productivity and maintain service quality standards.
• Provide training and guidance to call center personnel to enhance their service and engagement skills.
• Carry out regular quality audits to ensure compliance with service level expectations.
• Work collaboratively with multiple departments to maintain clear communication and streamline operations.
• Compile and present performance reports and trend insights to facilitate informed decision-making.
• Assist with deployment and adoption of new call center technologies to improve customer experience and operational outcomes.

Qualifications and Skills

• Graduate in any discipline except law; fresh graduates are welcome.
• Prior voice process or calling experience is advantageous but not mandatory.
• Customer service experience with voice communication preferred.
• Strong analytical skills combined with a customer-focused mindset.
• Excellent command of written and spoken English with a neutral accent.
• Ability to work flexible hours, including weekend shifts when required.

Why Join Genpact?

• Opportunity to lead transformation leveraging AI, automation, and digital innovation.
• Engage in global projects that address significant business challenges.
• Benefits include practical learning, career advancement, and mentorship.
• Join a large team of innovative thinkers and problem-solvers committed to progress.
• Experience a values-based culture emphasizing integrity, inclusion, courage, curiosity, and incisiveness.

Equal Opportunity and Additional Information

Genpact is an Equal Opportunity Employer committed to a respectful and inclusive workplace, banning discrimination based on a broad range of protected characteristics. Additionally, applicants should be aware that Genpact does not impose any fees during the recruitment process. Beware of fraudulent schemes requiring payments for application processing, training, or equipment purchase.