Delivery Leader - Customer Care

Delivery Leader - Customer Care

• 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 :

Provide strategic oversight for call center operations, ensuring seamless execution of inbound and outbound customer interactions across multiple channels.

Drive customer experience excellence by implementing robust quality frameworks, performance metrics, and continuous improvement initiatives.

Lead workforce planning, capacity management, and operational governance to meet service level targets and business objectives.

Collaborate with cross-functional teams to align call center operations with organizational goals, product updates, and customer engagement strategies.

Champion the adoption of advanced call center technologies and analytics to enhance efficiency, personalization, and issue resolution.

Build and mentor high-performing teams, fostering a culture of accountability, service excellence, and professional growth.

Represent the function in strategic forums, influencing decisions on customer care transformation, automation, and digital enablement.

Qualifications

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

Certifications

Certified Customer Service Representative (CCSR) - TransmanTransman

Required Skills

Banking Capital Markets, Banking Capital Markets, Best Practice Benchmarking, Contact Center Analytics, Customer Analytics, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Onboarding, Customer Service, Data Analytics, Data Science, End to End Management, Fraud Analytics, Fraud Detection, Fraud Prevention, General Ledger (GL), Marketing Analytics, Media Research, Metrics Reporting, Onboarding, Robotic Process Automation, Sales, Speech Analytics, Strategic Advisory {+ 1 more}

Language

English

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care

Remote Type -

Office

Work Shift -

Night Job (India)

• 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.