URGENT | Operations Sales Team Leader | Night shift

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  and on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Management Trainee, Customer Care

Your job will include the following activities:

Responsibilities

•    Manage the day-to-day operations in accordance with requirements and SLAs. Prompt identification by investigating deviations and resolution of Service delivery issues including implementation of preventative measures. 

•    Provide exceptional people management, mentorship and career development to members of your team, achieve low attrition levels and high employee engagement 

•    Analytical bent of mind with the ability to root cause basis data and drive decisions 

•    Drive Operations teams to deliver continuous improvement and productivity/quality gains 

•    Flag and escalate business risks timely to the client/supervisor 

•    Interact with site lead and/or SDLs to understand any business reporting, data analytics requirements on regular basis 

•    Drive performance management process based on the framework. 

•    Ensure that our clients receive the highest level of operational customer service 

•    Liaise with cross-functional teams on structuring and executing operational and strategic services and programs

•    Responsible for the KRAs (ART, Throughput, Occupancy, Shrinkage) and operations of agents who will be reporting into them, Responsible for managing defined KRA's 

•    They take daily team huddles to discuss agent's performance on the previous days, set up their goals & prioritize queues which needs attention

•    Perform Bottom quartile management to identify agents who needs attention and help them come up the learning curve

•    Lead a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper, more scalable solutions 

•    Come up with projects involving quantitative analysis, industry research, and strategy development, working directly with cross-functional teams to problem solve analytical approaches and develop solutions

Minimum Skills / Qualifications:

•    English Level C1

•    Education qualification: High School and above.

•    Strong understanding of social media products and services

•    Excellent customer service skills, including the ability to communicate effectively and empathize with customers.

•    Ability to work independently and as part of a team.

•    Strong problem-solving and analytical skills

•    Ability to prioritize and manage multiple tasks simultaneously.

•    Excellent written and verbal communication skills

Preferred Skills / Qualifications

•    Experience with customer relationship management (CRM) systems

•    Experience with troubleshooting technical issues

•    Experience with data analysis

•    Ability to perform well in a highly dynamic, rapidly changing environment. 

•    Creative, outside-the-box thinker and strategist. 

•    Excellent communication and presentation skills. 

•    A team player and collaborator

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, 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 'starter kit,' paying to apply, or purchasing equipment or training.