Genpact

Specialist - Customer Care - Voice 4A

In short

This role manages day-to-day call center operations and voice-based customer service at Genpact, a technology and business process solutions company. It requires monitoring performance metrics, training staff, running quality assurance checks, and reporting on trends to drive data-driven decisions. The position is office-based in Gurgaon, India, with a rotating work shift, and requires upper-intermediate (B2) English proficiency.

# Specialist - Customer Care - Voice
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run.
Responsibilities
•Manage day-to-day operations of the call center, ensuring consistent delivery of high-quality customer service.
•Monitor performance metrics and operational indicators to identify improvement opportunities and drive efficiency.
•Develop and implement strategies to enhance productivity and service standards across the team.
•Train and mentor call center staff to strengthen service delivery and customer engagement capabilities.
•Conduct regular quality assurance assessments to maintain compliance with service expectations.
•Collaborate with cross-functional teams to ensure smooth communication and operational alignment.
•Prepare and present performance reports and trend analysis to support data-driven decision-making.
•Support implementation of call center technologies and tools to improve customer experience and operational effectiveness.
Qualifications
Bachelors degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
Certifications
•Certified Implementation Specialist - Customer Service Management - ServiceNow
•Customer Experience Certification (COPC) - COPC Inc.
Required Skills
Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Online Customer Support, Online Transaction Processing (OLTP), Sales, Sales Support, Speech Analytics, Strategic Advisory, Target Operating Model, Technical Support, Third Level Support, Virtual Administrative Support, Voice-User Interface
Language
English (Required), Language Proficiency - Upper Intermediate (B2)
Job Details
•Job Type: Regular
•Master Skill List: Customer Care - Voice
•Remote Type: Office
•Work Shift: Rotating (India)

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