Responsibilities:
Lead day-to-day operations across blended customer care teams, managing employees  to ensure consistent service delivery.

Drive customer satisfaction by monitoring service quality, resolving escalations, and implementing process improvements.

Oversee call center activities, ensuring timely handling of customer queries in alignment with company policies.

Collaborate with Genpact’s customer experience teams and clients to support digital engagement and service enhancements.

Ensure compliance with operational standards by reviewing documentation, resolving complex issues, and maintaining service quality.

Conduct regular team huddles, performance reviews, and coaching sessions to build engagement and support development.

Coordinate with training teams to ensure agents and managers are equipped with necessary skills and product knowledge.

Track KPIs and service metrics, identify performance gaps, and support corrective actions to meet client expectations.

Assist in launching new projects by supporting SOP creation, training delivery, and transition activities.