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.

In this role, you will be responsible for: 
Provide daily direction and communication to contact center associates, including assigning and directing work; rewarding and coaching employees; and addressing and resolving employee relations issues.
Ensure contact center associates are adhering to schedules and that service levels are achieved on a daily basis
Work daily with Senior Management Team on managing service levels by monitoring off phone time and assisting with coordinating overtime or early release time
Hold monthly/weekly one-on-ones with call center associates providing constructive feedback on performance and ways they can continue to exceed in their position 
Provide structured support to career development discussions ensuring associates understand their potential for growth within the company
Develop performance improvement plans as needed and follow through on all disciplinary actions
 
Responsibilities include 
Ensure customer escalations are handled expeditiously and that all customer/client complaints are addressed quickly and appropriately with the associates. 
Must be able to handle escalations for all call types
Hold daily / weekly / monthly team meetings to share pertinent information to entire team
Perform quality monitoring throughout the month on all associates, providing feedback as necessary
Participate in quality calibration sessions with the QA team ensuring consistency in scoring
Drive employee engagement by being available, accessible and mentoring staff
Utilize all recognition and reward tools on a frequent basis
Assist in coordination of departmental activities for the associates (i.e. Holiday Events, monthly celebrations etc.)
Reporting hourly / daily / weekly / monthly numbers for all KPIs 
Complete all job training required to stay informed about new products, policies and practices
Other duties as assigned

Qualifications
Required Skills/Competencies
Minimum 6+ years of contact center management/managerial experience; multi-site and/or multi-channel (phone, chat, and email)
Demonstrated people management skills that have motivated and enhanced personal performance and development (particularly in a Contact Center setting)
Must possess excellent customer service, follow-up and organizational skills
Demonstrated ability to operate successfully in a time-sensitive and fast-paced environment
Open to ambiguity and ever changing environment
Ability to handle confidential materials and information in a professional manner
Excellent written and verbal communication skills
Experience measuring, monitoring, and analyzing performance metrics and standards
Ability to coach, develop, and mentor team members
Ability to multi-task efficiently throughout the day
Self-motivated and goal-oriented
Working knowledge of CRM or BPM systems
Possess leadership and team-building skills
Strong analytical and problem-solving skills
Ability to multi-task, set priorities, manage time effectively, and work under pressure
Self-directed, takes initiative in executing job duties
Professional and courteous demeanor and ability to collaborate with a team 
 
Experience 
Bachelor’s Degree in Business Administration or related field, or equivalent work experience 
Minimum 6+ years of contact center management/managerial experience; multi-site and/or multi-channel (phone, chat, and email) are preferred
Demonstrated people management skills that have motivated and enhanced personal performance and development (particularly in a Contact Center setting)
Knowledge of Lean Six Sigma a plus

If you are interested in a phone interview please advise a good number
and day/time to reach you. I look forward to hearing from you!