行业：Services
职位：Customer Service
部门：
人数：若干
性质：Full Time
性别：Male
婚姻：No marital status restrictions
学历：Open to all levels
经验：不限
年龄：18岁以上
待遇：面议
Management Trainee
Function: Operations
Alabang, Muntinlupa - Philippines
With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Inviting applications for the role of Front Line Manager for Operations!
Responsibilities
· Leads a team of supervisors in day-to-day functions, including directing, planning, supervising and evaluating the work of assigned staff. Coordinates work flow to achieve the volume encouraged to meet operational requirements.
· Plan and lead the execution of employee engagement, rewards, and recognition to help drive performance and mitigate attrition.
· Develops staff by assessing Leadership proficiencies and promote training and career planning; coaches employees for career development. Provides input into hiring decisions.
· Monitors performance of the cluster according to established standards. Provides performance feedback on Supervisors and Associates. Prepares fair, accurate and detailed performance reviews. Accountable for meeting business goals. Coordinates with other units to ensure an alignment of processes to minimize revenue loss.
· Develops relationships and communicates issues of importance within the department and/or business unit.
· Recognizes and recommends operational improvement. Promotes and maintains the accuracy and quality of services, deliverables, and content and direct process improvement projects.
· Uses appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility while handling special projects.
· Monitors and ensures compliance with department, business unit, and regulatory agency standards and practices.
· Identifies internal and external resources to achieve established business goals within specified parameters; manages expenses in compliance with financial practices and standards.
· Performs other duties that maybe assigned from time to time.
Qualifications
Minimum qualifications
· College Graduate
· Proficient in MS Office (Excel, Word, Powerpoint, etc.)
· Good analytical skills
· Can demonstrate outstanding active listening skills & probing; able to display solution-focused approach & “can-do-attitude” at all times to build customer dedication
Preferred qualifications
· Able to demonstrate empathy while improving chance to create rapport with the customer
· Banking/Financial experience
Must Have Qualifications
· At least 2 years strong BPO Team Lead experience
· Handling voice Customer Service campaign experience required
· Has previous experience in meeting/driving Net Promote Score performance/expectations, preferably in a customer service business for Consumer Credit Cards
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. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, linkedIn, and YouTube.