Management Trainee

Front Line Manager - Customer Care - Voice

Ready to turn bold ideas into real-world impact?
 At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. 
 
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Inviting applications for the role of Management Trainee Customer Care! The Customer service FL Ms make sure that the needs of their customers are being taken care of. FLM may be required to work at various levels from head office to the front-end of the business and in most cases will be: finding ways to measure customer satisfaction and improve services managing a team of customer service staff handling face-to-face enquiries from customers The successful candidate will have a commitment to achieving excellence in service delivery management and therefore a excellent record of focus a passion for employee development and a keen interest in process improvement are key requirements for this role. Responsibilities: - In charge of managing a team of 15-17 customer service experts who are responsible to research and resolve customer service questions inquiries requests and problems - Assists CSR's with all customer inquiries regarding products services policies and procedures customer issues and escalated situations within stated authority. - Maintains/reviews productivity reports and provides additional training/coaching to CSR's to ensure performance metrics are met and assist management with concerns. - Provide leadership and administrative support to their team and manage them to achieve and constantly improve service levels based on forecast and capacity meeting / achieving targets achieve process improvement and focus on the people development of their team. - Identifies trends in team performance and recommends/ implements change to constantly raise the Performance levels in the team. - Conduct periodic 1-0-1 and Appraisals do regular career counseling train and mentor resources. - Share ideas with Management that positively influence the vision for the client by using their exposure to teams technical or business areas their understanding of industry trends and fraud issues impacting the banking industry. - Expected to participate in projects that involve one (or more) teams within the Organization and that address issues outside the normal areas of responsibility or expertise required by their process. - Implement best-in-class processes and practices for maintaining and exceeding productivity and service level agreements. - Ability to provide constructive feedback to his/her team members to ensure adherence to compliance and regulatory framework and help them improve their performance. - Drive retentions through HR practices and people functions - Meet all people management metrics: Responsible for Attrition Time Management and other deliverables as required

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow

Required Skills

Contact Center Analytics, Customer Analytics, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Onboarding, Customer Service, Customer Service Analytics, Data Analytics, Generative AI

Language

English

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Voice

Remote Type -

Office

Work Shift -

Variable (Philippines)

Why join Genpact?
•    Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
•    Make an impact – Help global enterprises solve business challenges that matter 
•    Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
•    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 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.  
Let’s 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 'starter kit,' paying to apply, or purchasing equipment or training.