Assistant Manager - Front Line Manager onsite Richardson TX

Genpact LTD•Richardson, TX

43d•$60,000 - $68,000•Onsite

About The Position

Ready to shape the future of work? At Genpact, we don't just adapt to change-we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're 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's shaping the future, this is your moment. Genpact (NYSE: G) is anâ¯advanced technology services and solutions company that deliversâ¯lastingâ¯value for leading enterprisesâ¯globally.â¯Through ourâ¯deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead.â¯Powered by curiosity, courage, and innovation,â¯our teamsâ¯implementâ¯data, technology, and AIâ¯toâ¯create tomorrow, today.â¯Get to know us atâ¯genpact.comâ¯and onâ¯LinkedIn,â¯X,â¯YouTube, andâ¯Facebook. Inviting applications for the role of Assistant Manager, Operations! In this role, The Assistant Manager is responsible for leading the team for success in all metrics by monitoring the customer experience using relevant dashboard, reporting and contact centre tools.

Requirements

Relevant People management experience in a contact center, BPO, vendor management environment
Ability and thrives in a fast-paced multicultural team.
A curious mindset that seeks to learn, challenge the status quo and improve our business.
Someone who is as interested in team success as personal success. A team player who can build a championship team.
An inspiring coach who can meet team members and their level and develop to top performers or promotion.
Understanding the differences in mindsets, type of learners, ability to apply different motivation techniques and coaching styles.
An excellent communicator proficient in communicating at all levels and channels.
Experienced in delivering high-quality results relating to contact center metrices such as CSAT, FCR, Schedule adherence and the likes.
With knowledge of solution design process, procedures and operating models you will also be highly proficient with contact center technology
Strong problem-solving skills with the ability to quickly identify key issues and provide effective solutions
Analytical with an understanding of trends
Proficient in Googe Suite - Gmail, Calendar, Slack and Google Meet

Nice To Haves

Experience working in Banking & Financial companies (traditional and crypto)
Experience in a lean principals or other customer centric program
Proficient in MS Office - Excel, Power Point

Responsibilities

Coaching team for success, turning all contacts into a learning improvement opportunity.
Using performance management systems to understand team members' performance and gaps.
Collaborating with CXO on product, process and CX improvement programmes.
Identifying customer improvement opportunities and recommending impactful solutions whilst collaborating with relevant leads to deliver on solutions
Meet with the client team weekly or as is needed to align on customer experience performance and programmes
Stay connected to the customer by spending at least one hour daily working on queries and handling occasional escalated issues.
Facilitating weekly huddles with agents focused on topics or metrics
Understand the top user issues and make recommendations to improve products and policies; support the team in being the voice of the customer to the rest of the company. Tell the story by bringing clear insights and numerical impact.

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