Sr. Associate

Role Overview Join Genpact as a Senior Associate in Customer Care (Voice) and help build tomorrow together. We leverage artificial intelligence and process intelligence to deliver outcomes for the world's leading enterprises. This is a unique opportunity to grow your career, drive AI-powered transformation, and solve real-world business challenges. Key Responsibilities - Monitor and support customer service activities to ensure adherence to service level agreements. - Track real-time agent schedule alignment and proactively optimize breaks. - Conduct root cause analysis for SLA deviations and support corrective action plans. - Manage daily exception requests and update agent schedules accordingly. - Coordinate entitlement planning and scheduling to ensure workforce efficiency. - Generate and analyze efficiency reports to identify trends and improvement areas. Required Qualifications - Bachelor's degree in Business Administration, Communication, Hospitality, IT, or Marketing. - Excellent customer service, technical support, and data analytics skills. - Advanced C1 proficiency in English with strong verbal and written communication. - Familiarity with customer experience tools and real-time floor operations. - Customer Experience Certification (COPC) or professional customer service certification is preferred. Why Join Us Genpact offers a values-driven culture of courage and curiosity, offering hands-on mentorship, learning opportunities, and career acceleration.