Management Trainee

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, you will be responsible for liaising between the Operations Leader/Manager and the team of associates, to ensure the client’s services are delivered promptly and accurately in accordance with the Service Level Agreement’s.

You are encouraged to drive team performance, ensuring daily service level metrics are met while maintaining a high level of accuracy, providing mentorship and development to associates, facilitating team meetings, and meeting defined quality, customer experience and efficiency requirements.

Responsibilities

Leads a team of customer service representatives in day-to-day functions, including directing, planning, supervising and evaluating the work of assigned staff. Coordinates work flow to achieve the volume encouraged to meet operational requirements.

Plan and lead the execution of employee engagement, rewards, and recognition to help drive performance and mitigate attrition.

Monitors performance of the team according to established standards. Provides performance feedback to Associates. Prepares fair, accurate and detailed performance reviews. Accountable for meeting business goals. Coordinates with other units to ensure an alignment of processes to minimize revenue loss.

Develops relationships and communicates issues of importance within the department and/or business unit.

Recognizes and recommends operational improvement. Promotes and maintains the accuracy and quality of services, deliverables, and content and direct process improvement projects.

Uses appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility while handling special projects.

Performs other duties that maybe assigned from time to time.

Qualifications we seek in you!

Minimum Qualifications / Skills

Proficient in MS Office (Excel, Word, Powerpoint, etc.)

Good analytical skills

Customer Service experience required

Can demonstrate outstanding active listening skills & probing; able to display solution-focused approach & “can-do-attitude” at all times to build customer dedication

Preferred Qualifications/ Skills

· Able to demonstrate empathy while improving chance to create rapport with the customer.

· Has previous experience in working with Business to Business environment

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.

Schedule: Full-time

Travel: