Job Description - Assistant Manager - Front Line, Tech Support QC (GEN008045)
Front Line Manager- Service Desk Account
Function:
Operations
Manila, Philippines
With a
startup spirit and 80,000+ 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 ofFront Line Manager
In
this role, You will be responsible for leading the business unit to its maximum
potential. You are expected to drive team performance, ensuring daily service
level metrics are met while maintaining a high level of accuracy, providing
coaching and development to your direct reports and meeting defined quality,
customer experience and productivity requirements.
You will lead
and assist in the growth and retention of our core business by overseeing
business health to ensure that processes/activities/initiatives are carried out
in accordance with established specifications, minimize delays, review program
status and plan future actions
Responsibilities
·
Lead a team in
day-to-day functions, including directing, planning, supervising and
evaluating the work of assigned staff. Coordinates work flow to achieve the
volume expected to meet operational requirements.
·
Plan and lead the
execution of employee engagement, rewards, and recognition to help drive
performance and mitigate attrition.
·
Develop staff by
assessing Leadership competencies and promote training and career planning;
coaches employees for career development. Provides input into hiring
decisions.
·
Monitor
performance of the cluster according to established standards. Provides
performance feedback on Supervisors and Associates. Prepares fair, accurate and thorough
performance reviews. Accountable for meeting business goals. Coordinates with
other units to ensure an alignment of processes to minimize revenue loss.
·
Develop
relationships and communicates issues of importance within the department
and/or business unit.
·
Recognize and
recommend operational improvement. Promotes and maintains the accuracy and
quality of services, deliverables, and content and direct process improvement
projects.
·
Use appropriate
tools to manage conflict; responds to operational issues within defined areas
of responsibility while handling special projects.
·
Monitor and ensure
compliance with department, business unit, and regulatory agency standards
and practices.
·
Identify internal
and external resources to achieve established business goals within specified parameters; manages
expenses in compliance with financial practices and standards.
·
Perform other
duties that maybe assigned from time to time.
Qualifications
Minimum Qualifications
Minimum 3 years BPO management experience; at least 6-8
years BPO experience
At least 1-2 years experience in Service Desk
Operations is a must
Preferred Qualifications
Experience in Customer service/ Tech Support operations
preferred
Experienced in client management and interactions
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
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Assistant Manager
Philippines-Quezon City
Bachelor's / Graduation / Equivalent
Feb 14, 2019, 12:17:13 PM
Apr 15, 2019, 6:29:00 PM
Master Skills List Operations
Job Category Full Time
