Front Line Manager - Customer Care - Sales & Support 4B

Front Line Manager - Customer Care - Sales & Support

Ready to turn bold ideas into real-world impact?
 At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. 
 
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Responsibilities: Respond to customer inquiries and manage problem escalations with a focus on timely resolution and customer satisfaction. Proactively address people-related issues and ensure team attrition remains well below defined thresholds. Lead daily operations and drive process excellence to achieve business targets for the unit. Own key people management metrics including attrition, manpower planning, capacity utilization, scheduling, efficiency, time management, seat utilization, and business continuity planning. Drive continuous improvement initiatives across service delivery and operational processes. Develop and implement measurement frameworks, providing actionable analytics and insights. Apply deep technical and data expertise in controllership, MIS, and service delivery to strengthen operational rigor.

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Marketing, Bachelors - Sales, Masters - Marketing

Certifications

ITIL Foundation Certificate in IT Service Management - AxelosAxelos

Required Skills

Aerospace Manufacturing, Aerospace Manufacturing, Amazon Web Services (AWS), Applications Support, Automotive Manufacturing, Banking Capital Markets, Cloud Computing, Computer Vision, Customer Care, Data Literacy, Data Visualization, DevOps, Electronic Hardware, Experience Design (Including Customer/User Experience), Generative AI, Google Cloud Platform, Healthcare Payors, Industrial Manufacturing Processes, Information Security, Insight Generation, Internet Businesses, Manufacturing Equipment, Microsoft Azure, Microsoft Power Apps, Semiconductors {+ 1 more}

Language

English, Japanese

Language Proficiency -

Advanced - C1

Additional Job Location -

Job Type

Fixed Term (Fixed Term)

Job End Date

2032-08-01

Master Skill List -

Customer Care - Sales & Support

Remote Type -

Office

Work Shift -

Day Job (China)

Why join Genpact?
•    Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
•    Make an impact – Help global enterprises solve business challenges that matter 
•    Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
•    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 140,000+ coders, 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 'starter kit,' paying to apply, or purchasing equipment or training.