Job Description
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.
Inviting applications for the role of Assistant Manager Team Lead - Trust and Safety!
This role is expected to spend seventy percent of their time dedicated to coaching, shadowing, and supporting their agents directly. Effective use of key dashboards and call activity reporting to ensure excellent performance.
Responsibilities
The Team Lead's responsibilities include but are not limited to the following:
. Team Lead is expected to spend seventy percent (70%) of their time dedicated to coaching, shadowing, and supporting their agents directly. Effective use of key dashboards and call activity reporting to ensure excellent performance
.Ability to identify and grow talent, lead, motivate and coach team members to establish and develop an effective team identify outliers and manage team's performance to continuous achieve targets
.Leading day-to-day operations - ensure consistent quality and efficiency across various channels. Ensure consistent performance to achieve targets and service levels
.Effective communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents
.Able to adapt quickly to changes in workflows/processes/procedures/product features
.Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization
.Able to clearly outline current performance drivers of their market and action to continuously improve
Qualifications we seek in you!
Minimum Qualifications / Skills
.Experience in leading a team of customer service representatives.
.Candidate must possess minimally any Diploma/Degree
.Outstanding customer service skills with good communication in English - both oral and written skills. Ability to communicate effectively with all levels of management and peers, both internally and externally
.Ability to explain what%27s driving their teams%27 performance in a concise and data driven way
.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 and mentor all his/her team members to be motivated and engaged to grow their career with Genpact
.Excellent analytical and problem-solving skills
.Must have experience with a proven track record of extracting and manipulating data for analysis using Tableau, advanced Tools and Techniques in a fast-paced global technology company or a startup
.High level of integrity as demonstrated personally and professionally
.Act as a technical guide to help team in translating the business problems to the most appropriate mix of specific machine learning or data analysis tasks. Mentor team members with career planning and growth
.Demonstrated proficiency in multi-tasking and prioritization
.The ideal candidate will have a consistent track record for success and is known for their leadership, quality work and expertise within the supply chain arena. They need to have passion for inspiring change and innovation, invigorating a team, and building bridges to improve the value that is being delivered to clients
.Previous personnel management experience with service/technical fields within Call Center environment or tech/service/sales industry
.Familiarity with project management with moderate understanding of business process improvement methods
.Understanding of departmental policies and procedures
.Ability to explain what%27s driving their teams%27 performance in a concise and data driven way.
.Should be flexible to work in twenty-four by seven environment and rotational shift and week off.
Preferred qualifications
.Effective probing skills and analyzing / understanding skills.
.Problem solving skills with customer centric approach.
.Must be able to work on a flexible schedule (including weekend shift work)
Why join Genpact
. Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation
. Make an impact - Drive change for global enterprises and solve business challenges that matter
. Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities
. Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
. Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Let's build tomorrow together.
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.
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 %27starter kit,%27 paying to apply, or purchasing equipment or training.