Sr. Associate - Customer Care - Voice 5B

Brightclaim•Atlanta, GA

3d•Remote

About The Position

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.

Requirements

Bachelors - Business Administration
Bachelors - Communication
Bachelors - Hospitality Management
Bachelors - Information Technology
Bachelors - Marketing
Customer Experience Certification (COPC) - COPC Inc.
Professional Customer Service - SMG/KRC Poland Human Resources
Customer Care
Customer Experience (CX)
Customer Service
Data Analytics
Fraud Detection
Fraud Disputes
Technical Support
English (Required)
Language Proficiency - Proficient - C2

Responsibilities

Monitor and support activities to ensure adherence to service level agreements (SLAs).
Track real-time agent schedule alignment and optimize breaks proactively.
Conduct root cause analysis for SLA deviations and support development of corrective action plans.
Manage daily exception requests and update agent schedules accordingly.
Coordinate entitlement planning and scheduling to ensure workforce efficiency.
Generate and analyze efficiency reports to identify trends and improvement areas.
Participate in centralized or site-level management meetings as required.
Support process improvement initiatives including Lean and Six Sigma projects.
Execute other tasks as assigned to support business operations.
Engage with operations teams to discuss performance, scheduling, and workforce planning.
Navigate multiple systems and tools to manage real-time floor operations effectively.