Customer Service Team Lead

Ready to shape the future of work? At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment. Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. We are inviting applications for the role of Training Lead 

Inviting applications for the role of Team Lead, Customer Service, Management Trainee.
Responsibilities 
•    Manage day-to-day Operations for a Team of  15 employees 
•    Demonstrated skills and competencies in assessment, problem-solving, practices/policy administration/interpretation 
•    Manage day to day employee-related issues by providing appropriate resolution  
•    Coach, Mentor, and Motivate team with excellent people engagement 
•    Demonstrated ability to work with Minimum Supervision to take initiative and follow-up on assigned projects, balanced by good teamwork skills. 

Minimum Qualifications/ Skills 
•    Relevant experience as Team Leader with experience in a customer service environment (preferably in Disputes domain) 
•    Should have handled a Voice, Chat, Email, Web mediums in his role of a Team Leader 
•    Should have had 15 to 20 people reporting in his role. 
•    Should have excellent team handling and management skills  
•    Should understand and have experience in day-to-day contact center operations management  
•    Excellent Analytical and Communication (Verbal and written) skills 
•    Self-motivated (Intrinsic) and execution oriented 
•    Ability to work on multiple tasks and should be flexible to deliver beyond expectations 
•    Ability to work in a team, and should have collaborative approach across 360 degrees (DRs/Peers/Superiors) 
•    management experience  
•    Customer stakeholder Management exposure with good presentation skills 
•    Ability to handle pressure - Timelines and Customer Demands 
•    Should be flexible to work in rotational shifts and week offs  
•    Flexibility to quickly shift priorities, multi-task, and juggle simultaneous requirements in a fast-paced environment and manage all to completion 
•    Process orientation, including strong organizational and prioritization skills. 
•    Demonstrated ability to work with Minimum Supervision to take initiative and follow-up on assigned projects, balanced by good teamwork skills. 
•    Good interpersonal skills, with the ability to work effectively with people at all levels of the organization. 
•    Effective communication, facilitation, and interpersonal skills. 
•    Proficient with Microsoft Office products like Windows, Word, Excel, PowerPoint, and Visio 
Preferred Qualifications/ Skills 
•    Customer Service experience as a Team Leader, preferably in the customer service domain for US landscape. 
•    LEAN/Six Sigma – Trained, Tested and Certified  

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 building 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.