Manager - Customer Service
5d ago
source : Shine

Responsible for effectively overseeing Call Center functions. Ensures all customer questions and complaints are resolved in a timely manner.

Completes research and resolves documentation errors or discrepancies on complex customer problems. Ensures Call Center operations further Company strategic plans and are in accordance with established policies and procedures.


  • Monitors service delivery and ensures excellence in service levels. Ensures deadlines and targets are met. Promotes goodwill and a positive image of the Company
  • Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communication.
  • Conducts regular meetings to ensure that personnel are well informed of changes in policies and procedures. Discusses areas needing improvement.

    Oversees the activities of Call Center Representatives. Assigns, schedules, and coordinates personnel. Directs daily operations.

    Identifies, develops, and implements training programs as appropriate. Ensures that Call Center reps are thoroughly trained in all products and services

  • Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance.
  • Formulates and implements employee corrective actions as needed. Should be able to coach, mentor and help all his / her direct reports to be motivated and engaged to grow their career with Genpact.

    Assists in interviewing and assigning new personnel as necessary


    Minimum qualifications

  • Graduate (any stream)
  • Preferred qualifications

  • Previous experience in a customer service role chat / email / voice
  • Effective probing skills and analyzing / understanding skills
  • Problem solving skills with customer centric approach Demonstrated proficiency with written English and with neutral English accent
  • Must be able to work on a flexible schedule (including weekend shift )
  • Strong attention to detail.
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