Urgent Hiring

Supervisors/Team Leaders (Call Centre & Customer Service)

Full time

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Role: Operations Team Lead
Location: BGC Taguig
Work Set-up: Onsite

With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we're calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

Inviting applications for the role of Management Trainee, 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 strong 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's driving their teams' 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's driving their teams' 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.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, 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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit . 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.

Your application will include the following questions:

What's your expected monthly basic salary?

Genpact (NYSE: G) is a global professional services firm that makes business transformation real. We drive digital-led innovation and digitally-enabled intelligent operations for our clients, guided by our experience running thousands of processes for hundreds of Global Fortune 500 companies. We think with design, dream in digital, and solve problems with data and analytics. We obsess over operations and focus on the details – all 78,000+ of us. From New York to New Delhi and more than 20 countries in between, Genpact has the end-to-end expertise to connect every dot, reimagine every process, and reinvent companies' ways of working. We know that rethinking each step from start to finish will create better business outcomes. Whatever it is, we'll be there with you – putting data and digital to work to create bold, lasting results – because transformation happens here. Get to know us at and on LinkedIn, Twitter, YouTube, and Facebook.

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 diversity and inclusion, respect and integrity, customer focus, and innovation.

We have so much in store for you

Monthly Basic SalaryMonthly Rice Subsidy (Tax Exempt)Monthly Clothing Allowance (Tax Exempt)10% Night differential for Probationary & 20% Night Differential Pay for full timePerformance based monthly variable incentive (as much as Php 4,000/month)Performance based annual salary increase18 leaves per year upon confirmation13th Month PayLife and Accident Insurance for the employeeSSS, Pag-Ibig, PhilhealthRetirement Benefit PlanHealth and Medical Insurance for the employee – with the option to enroll family member/s

There's more

Genpact also offers trainings and courses to help build your experience, knowledge and skill

Six Sigma Training and CertificationLean Training100++ Genome Training Courses

Genpact (NYSE: G) is a global professional services firm that makes business transformation real. We drive digital-led innovation and digitally-enabled intelligent operations for our clients, guided by our experience running thousands of processes for hundreds of Global Fortune 500 companies. We think with design, dream in digital, and solve problems with data and analytics. We obsess over operations and focus on the details – all 78,000+ of us. From New York to New Delhi and more than 20 countries in between, Genpact has the end-to-end expertise to connect every dot, reimagine every process, and reinvent companies' ways of working. We know that rethinking each step from start to finish will create better business outcomes. Whatever it is, we'll be there with you – putting data and digital to work to create bold, lasting results – because transformation happens here. Get to know us at and on LinkedIn, Twitter, YouTube, and Facebook.

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 diversity and inclusion, respect and integrity, customer focus, and innovation.

We have so much in store for you

Monthly Basic SalaryMonthly Rice Subsidy (Tax Exempt)Monthly Clothing Allowance (Tax Exempt)10% Night differential for Probationary & 20% Night Differential Pay for full timePerformance based monthly variable incentive (as much as Php 4,000/month)Performance based annual salary increase18 leaves per year upon confirmation13th Month PayLife and Accident Insurance for the employeeSSS, Pag-Ibig, PhilhealthRetirement Benefit PlanHealth and Medical Insurance for the employee – with the option to enroll family member/s

There's more

Genpact also offers trainings and courses to help build your experience, knowledge and skill

Six Sigma Training and CertificationLean Training100++ Genome Training Courses

Show more

Perks and benefits

Medical

Miscellaneous allowance

Education support

Loans

Sports (e.g. Gym)

Parking

Vision

Performance based monthly variable incentive (as m

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