Management Trainee - Operations
Genpact
Muntinlupa City, Philippines
2d ago

Responsibilities

  • Provide support, instruction, and mentoring to a team of 18 front-line agents
  • Manage floor coverage in a large team environment
  • pursue initiatives that aid team members in achieving individual and team Key Performance Indicators
  • Work in tandem with the Operations Manager to identify and address performance and developmental opportunities
  • Establish and maintains effective working relationships with peers and partners in other business divisions with goal of optimizing client relationships
  • First point of contact for customer raised calls. Ability to further and support a complementary team environment across differences (race, age, gender, sexual orientation, etc.)
  • Help develop agents to be self-sufficient by helping them find the answers themselves
  • Coordinate daily schedule
  • Set daily mentorship activities and team huddles
  • Call listening / monitoring and real time feedback to agents
  • Share thoughts on team and ideas on how to improve performance of the team, morale, etc.
  • Day to Day expectations may change
  • Ensure team goals and target are met or exceeded
  • Qualifications :

    Minimum qualifications

  • Relevant experience as a team leader is required. Preferably with stakeholder and client facing management experience
  • Preferred qualifications

  • Preferably with Life or Health Insurance account background in an international voice capacity
  • Experienced in MS Office applications (Excel, Word, PPT)
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