Front Line Manager - Customer Care - Blended 4B

Front Line Manager - Customer Care - Blended

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 -

GENERAL RESPONSIBILITIES

• In this role, you will be responsible for the day-to-day management & leadership of your team and will also assist with escalations, training, and quality control
• Coordinating and supervising the team's activities to ensure that requests are resolved efficiently and on time.
• Allocating tasks based on their complexity and the team members' competencies.
• Providing mentorship and professional development opportunities for team members, offering regular training and feedback.
• Planning and rotating shifts, especially to ensure 24/7 coverage, if necessary.
• Evaluating team performance by setting and monitoring performance indicators (KPIs).
• Monitoring and prioritizing tickets received through the ticketing system (e.g., Jira, ServiceNow).
• Escalating complex issues to higher-level teams (L3) or other relevant departments.
• Analyzing and optimizing support processes to improve response and resolution times.
• Documenting recurring issues and developing a knowledge base for L1 and L2 teams.
• Ensuring compliance with SLAs (Service Level Agreements) and other client commitments.
• Auditing resolved tickets to guarantee accurate and properly documented solutions.
• Implementing best practices procedures to enhance the efficiency and quality of technical support.
• Collaborating with other technical and business departments to understand requirements and resolve recurring issues.
• Reporting to management, providing a clear overview of workload, critical issues, and team performance.
• Maintaining client relationships, ensuring clear communication and regular updates on the status of critical requests.
• Ensuring the team has the necessary tools to perform effectively (e.g., software access, licenses, monitoring tools).
• Occasionally participating in resolving complex issues (e.g., in case of critical incidents or escalations).
• Staying updated on new technologies used within the company to understand and adapt the team to technical changes.
• Should invest time in self-development arid learning. Also, should dedicate quality time in upskilling the team members
• Continuous Learning: Leverage Genome plus learning & development teams across the organization to upskill budding talent to create & nurture future support staff/leaders within the process.
• Ops Modernization: Leverage digital solutions & platforms built at Genpact to update dashboards to enable intuitive and well reported 360-degree operations.

Qualifications -

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications -

ITIL Foundation Certificate in IT Service Management - AxelosAxelos

Required Skills -

Contact Center Analytics, Customer Analytics, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Onboarding, Customer Service, Customer Service Analytics, Data Analytics, Generative AI

Language

German (Required)

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Blended

Remote Type -

Hybrid

Work Shift -

Standard (Romania)

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.