Search Jobs
Search by job, company or skills
Search by job, company or skills
Inviting applications for the role of
As a Service Delivery Lead in Operations for Customer Service, you will play a pivotal role in ensuring the seamless delivery of services to our clients. You will lead a team dedicated to providing top-tier customer service while driving process improvements and operational efficiencies.
The service delivery lead would be responsible to oversee customer support for (EMEA,APAC,APJ) for multiple products.
Lead a transformative team with a growth ideology and strong drive towards quality and excellence
Responsibilities
Lead and Manage: Oversee the day-to-day operations of the customer service team, ensuring high-quality service delivery and adherence to client expectations.
Strategic Planning: Develop and implement strategies to enhance service delivery, improve customer satisfaction, and optimize operational processes.
Performance Monitoring: Track key performance indicators (KPIs) and metrics to assess team performance and identify areas for improvement.
Client Engagement: Build strong relationships with clients, understanding their needs and ensuring that services meet or exceed expectations.
Team Development: Mentor and develop team members, fostering a culture of continuous learning and professional growth.
LDT: Experience in lean six sigma and transformation projects on improving quality and improving customer experience
Qualifications we seek in you!
Minimum Qualifications
Bachelor's degree in:
Experience: Experience in a leadership role within customer service operations, preferably in a BPO or similar environment.
Education: Bachelor's degree in business administration, management, or a related field.
Electronics and Communication Engineering (ECE)
Electrical and Electronics Engineering (EEE)
Computer Hardware Engineering Or related technical fields.
Skills: Strong leadership, communication, and problem-solving skills. Proficiency in data analysis and process optimization.
Attributes: Results-driven, customer-focused, and able to thrive in a fast-paced environment.
Preferred Qualifications/ Skills
Knowledge on data analytics and POWER BI
Salesforce and Einstein
Technologies such as Power automation and Flow
Understanding of Billing methodologies and Oracle
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Job ID: 135929095
