Front Line Manager - Customer Care - Voice 4C

Role overview

Responsibilities

• Lead voice-based customer care operations in line with client SLAs and quality benchmarks.
• Manage team structure and capacity planning, optimizing resource allocation for call volumes and business needs.
• Monitor performance, drive process improvements, and implement operational best practices.
• Build client relationships through governance meetings, performance reviews, and issue resolution.
• Oversee quality assurance across voice interactions and ensure regulatory compliance and customer satisfaction.
• Facilitate training and development programs to strengthen team capabilities and support career progression.
• Work with cross-functional teams to identify automation opportunities and reduce manual work in voice workflows.

Qualifications and listed skills

• Bachelor's degree listed in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
• The posting lists Certified Implementation Specialist - Customer Service Management - ServiceNow under certifications.
• Listed required skills include account maintenance, banking and capital markets, cash application, credit underwriting, fraud detection and disputes, loan servicing, personal banking, retail banking, and wealth management.

Language

• English is required at advanced C1 proficiency.

Workplace and schedule

• Remote Type is listed as Office.
• Work shift is listed as Night Job (India).

Why join Genpact

• The employer describes opportunities to lead AI-powered transformation, solve business challenges, develop professionally, work with experienced teams, and contribute in a values-driven culture.

About Genpact