Assistant Manager – Customer Care

About the role

Genpact is looking for an Assistant Manager to lead a front‑line customer‑care team. You will support operations, drive performance, and ensure service levels are consistently met while fostering a culture of continuous improvement.

Key responsibilities

• Lead and coach a team of up to 20 full‑time associates.
• Develop improvement plans for low‑performing team members.
• Track and visualise team performance metrics daily.
• Maintain service level agreements and process stability.
• Conduct floor walks, call calibrations, huddles, and call monitoring.
• Manage attrition risk and integrate new hires into Genpact’s processes and policies.
• Ensure successful client interactions and compliance with client requirements.
• Administer payroll and support employees’ career progression.

Required profile

• High school diploma (university degree preferred).
• Minimum 85% proficiency in spoken and written English.
• Strong communication skills and ability to work under pressure.
• Customer‑service background is mandatory.
• Availability to work scheduled shifts.

Required skills

• Proficiency in Microsoft Excel.
• Proficiency in Microsoft PowerPoint.