AM - Customer Care Team Lead

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 an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Inviting applications for the role of Assistant Manager - Team Lead Customer Service
We are seeking a dynamic and experienced First Line Manager (FLM) to serve as an operation supervisor in our customer service team, supporting research support analysts. The ideal candidate will have a strong background in customer service operations and possess excellent leadership skills to drive team performance and ensure exceptional service delivery.
Responsibilities
.Team Leadership:
oLead and manage a team of research support analysts, providing guidance and support to achieve service excellence.
oFoster a positive and collaborative work environment that encourages professional growth.
.Operational Management:
oOversee daily operations to ensure efficient workflow and adherence to service standards.
oImplement process improvements to enhance productivity and customer satisfaction.
.Performance Monitoring:
oTrack and analyze team performance metrics like CSAT, AHT etc. identifying areas for improvement.
oConduct regular performance reviews and provide constructive feedback to team members.
.Customer Service Excellence:
oEnsure the delivery of high-quality customer service by addressing client inquiries and resolving issues promptly.
oDevelop strategies to improve customer experience and satisfaction.
.Training and Development:
oTraining sessions for team members to enhance their skills and knowledge.
oStay updated on industry trends and best practices to incorporate into training programs.
Qualifications we seek in you!
Minimum Qualifications
.Minimum of a bachelor's degree in any graduation or degree in related field.
Preferred Qualifications/ Skills
.Relevant years of experience in a supervisory role within customer service operations.
.Strong leadership and interpersonal skills.
.Excellent problem-solving abilities and attention to detail.
.Proficiency in customer service software and tools.
Why join Genpact
.Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation
.Make an impact - Drive change for global enterprises and solve business challenges that matter
.Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities
.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 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 %27starter kit,%27 paying to apply, or purchasing equipment or training.