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.

Inviting applications for the role of [Management Trainee], [Customer Care]
In this role, primary purpose will be to provide people leadership to our Customer Service Representative in various Line of Business with Genpact. Provides directions, instructions and guidance to a group of individuals who can also be known as a team, for achieving excellent customer service to consumers and healthcare professionals

Responsibilities
• Daily operations management, including management of program personnel and their work output.
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• Central point of contact for open issues, contact center operational and quality matters and requests.
• Responsible for service level agreements and achievement of key performance indicators,
• Ensures adherence and compliance to standard operating procedures
• Development and delivery of routine operational reports
• Ensures training requirements are met by team
• Manages difficult, irate or emotional customers, and ensures problem resolution
• Understanding Legal boundaries
• Monitors team members for quality and compliance and provides performance coaching and employee motivation
• Leading role in projects
• Attends weekly/monthly/quarterly reviews with Genpact stakeholders and Clients.
• If needed, promptly answers, screens, and processes non-medical service requests received through multiple communication channels (phone, e-mail, letter, chat) with strict adherence to confidentiality/privacy agreements and policies and procedures.
• Handling escalations- Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
• Identifies and documents product quality complaints following standard operating procedures.
• Assists with service-related tasks and activities, which may include technical questions for websites, and program registration
• Attends weekly/monthly/quarterly reviews with Genpact stakeholders and Clients.
• Supports organizational changes. Demonstrates flexibility in providing coverage and/or availability for the call center via scheduling adjustments for unexpected absences, events, or call volume variances.
• Other duties and special projects that are assigned by management.
• Proactively makes recommendations on how to enhance customer satisfaction, and improve operational effectiveness and efficiency
• Identify trends in customer satisfaction or dissatisfaction
• Manage time effectively, meet personal goals and work effectively with other members of the distribution team
• Follow company policies and procedures

Qualifications we seek in you
Minimum Qualifications
• Graduate, preferred in Managment and Psychology or related work experience
• Communication- Ability to coach and motivate team members to ensure quality and complaint interactions Listening is also very important. Excellent oral and written communication skills in English, the ability to read and interpret documents such as standard operating procedures, to speak effectively and informatively and respond to customers over the phone or by email.
• Leadership, People management, analytical, project management result-oriented, multitasking, contact center experience, Persuasive, precision, customer focus, problem solver, decision maker, process oriented, interpersonal flexibility, effective collaboration.

Preferred Qualifications/ Skills
• Healthcare Experience
• Experience working in a call center or management role
• Adaptability and Resilience
• Ability to multi-task and manage time effectively.
• Knowledge of Voice and Non-Voice domains would be an added advantage.

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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
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 'starter kit,' paying to apply, or purchasing equipment or training.