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.  

We are inviting applications for the role of Senior Analyst and Team Lead/ Management Trainee/Assistant Manager for “Customer Interaction (Helpdesk)”

Responsibilities

As a Senior Analyst/Team Leader, you will:

1. Team Leadership and Supervision:
• Lead a team of associates to ensure timely and effective resolution of customer queries across multiple channels (phone, email, and chat).
• Monitor team performance, providing regular coaching, feedback, and support to drive excellence.
• Ensure adherence to SLA metrics, including first contact resolution, response time, and customer satisfaction.
2. Customer Query Management:
• Manage escalated customer interactions and provide advanced support for complex queries.
• Act as the point of contact for cross-functional issues, coordinating with relevant departments for resolution.
3. Case Management and Reporting (Preference ServiceNow):
• Oversee case management activities, ensuring timely updates and resolutions in line with established protocols.
• Generate and analyze reports on team performance, customer feedback, and operational efficiency.
• Present insights and recommendations to leadership for process improvements.
4. Process Improvement and Standardization:
• Identify opportunities for process optimization and implement best practices.
• Collaborate with quality assurance teams to ensure consistent delivery of high-quality service.
• Contribute to the development of knowledge base articles and training materials.
5. Training and Development:
• Facilitate onboarding and continuous training for team members, focusing on skills enhancement and process updates.
• Foster a culture of learning and professional growth within the team.

Qualifications

Minimum Requirements:

• Bachelor’s degree or equivalent education.
• Relevant years of experience in a customer service/contact center role, with relevent year in a supervisory or team lead position.
• Proficiency in case management tools (e.g., ServiceNow) and Microsoft Office Suite.
• Strong verbal and written communication skills.
• Proven ability to manage high-pressure situations and resolve conflicts effectively.

Preferred Qualifications:

• Experience in a shared service environment or customer-facing role.
• Familiarity with CRM platforms and customer service tools.
• Certification in leadership or team management is an advantage.
• Track record of exceeding performance metrics and driving team success.

Key Skills and Attributes:

• Exceptional leadership and interpersonal skills.
• Analytical mindset with a focus on problem-solving and decision-making.
• High attention to detail and ability to manage multiple priorities simultaneously.
• Flexibility to work across shifts and support a global customer base.
• Passion for driving innovation and fostering a collaborative team 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 respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube. 

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.