Assistant Manager

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 Management Trainee/Assistant Manager - Customer Care
Genpact India is seeking a dynamic and experienced customer service team leader to join our team. The ideal candidate will have one to two years of experience in leading teams within an international call center environment. This role requires expertise in customer satisfaction (CSAT), net promoter score (NPS), and first call resolution (FCR). The successful candidate will demonstrate strong people management skills and the ability to lead a team of 15-20 agents effectively.
Responsibilities
.Team Leadership: Lead, motivate, and manage a team of 15-20 customer service agents to achieve performance targets and deliver exceptional service.
.Performance Management: Monitor and evaluate team performance using key metrics such as CSAT, NPS, and FCR. Implement strategies to improve these metrics continuously.
.Communication: Maintain excellent communication skills in English to interact effectively with team members and clients.
.Training and Development: Identify training needs and provide coaching to enhance the skills and capabilities of team members.
.Operational Excellence: Ensure adherence to company policies and procedures while maintaining high standards of service delivery.
.Reporting: Utilize Microsoft PowerPoint and Excel to prepare reports and presentations on team performance and operational metrics.

Qualifications we seek in you
.Education: Graduate degree from a recognized university.
.Experience: One to two years of experience in a team leadership role within an international call center.
.Skills: Proficiency in CSAT, NPS, and FCR metrics. Strong people management skills with the ability to lead and develop a team.
.Communication: Excellent verbal and written communication skills in English.
.Technical Skills: Knowledge of Microsoft PowerPoint and Excel for reporting and presentations.
.Lean Six Sigma: Lean and Green Belt trained and tested.

Preferred skills
.Leadership: Demonstrated ability to lead by example and inspire others to achieve their best.
.Problem-Solving: Strong analytical skills with the ability to identify issues and implement effective solutions.
.Adaptability: Ability to thrive in a fast-paced environment and adapt to changing priorities.

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.