Sr. Associate - Customer Care - Voice 5B
About The Position
Genpact is seeking a Sr. Associate for Customer Care, focusing on Voice operations. This role is part of an innovation-driven environment where AI and digital solutions are transforming business. Genpact is a leader in providing advanced technology solutions, leveraging process intelligence and artificial intelligence to deliver measurable outcomes for global enterprises. The company is powered by a team with an active learning mindset and client centricity, delivering lasting value. This position is a remote role with any work shift in the United States of America. The approximate annual base compensation range is $31,200 to $39,000 USD. Candidates based in Los Angeles, California are not eligible for this role. The final offer will depend on factors such as applicant experience, knowledge, skills, abilities, geographic location, and internal equity.
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
- Banking Capital Markets
- Customer Care
- Customer Experience (CX)
- Customer Service
- Data Analytics
- Fraud Detection
- Fraud Disputes
- Sales
- Technical Support
- English Language Proficiency - Upper Intermediate - B2
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.
Benefits
- Gain hands-on experience, mentorship, and world-class learning opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
