Strona główna

Responsibilities:

• Supervising a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintaining utilization, and day-to-day operational management;
• Ensuring achievement of SLA targets;
• Conducting daily and weekly meetings to share business updates;
• Conducting RCA to identify drivers impacting performance, and working closely with QAs, Trainers & SMEs to improve team performance;
• Perform other tasks requested by the manager to reach team objectives or the company’s objectives based on current needs;
• Perform all tasks in compliance with Genpact internal policies, procedures;
• Successfully graduating from the training plan attached to the position and the tasks;
• Training other team members regarding the daily tasks whenever necessary and requested by the manager;
• Updating the working procedures periodically;
• Supporting any systems/tools implementations applicable to the processes in scope;
• Provide feedback on team members’ process performance, identify domain knowledge gaps and plan relevant training sessions to address those gaps;
• Participate in the selection.

• Advanced level of English, min B2;
• Availability to take shift work (day and night shifts), also on weekends (2 weekends per month);
• Previous experience in managing a team;
• Experience working as an Agent in same/similar workflows;
• Willingness to learn and work on a dynamic project.

• Attractive salary;
• Stable job offers - employment contract;
• Work in a multicultural and diverse environment with employees from over 30 countries;
• Genpact supports professional training and great career development opportunities;
• Free access to our award-winning learning platform;
• Benefits such as Insurance, Luxmed, additional vacation days, biking policy.