Management Trainee - Customer Service
Genpact
Muntinlupa City, Philippines
4d ago

Responsibilities

This is a full time role and would involvein-charge of various tasks like the following (indicative - but not limitedto : )

  • Handle and resolve critical issues
  • Provide assistance and mentorship on issues as necessary
  • Implement departmental policy and procedure changes with associates
  • Represent the department during company sponsored events or while working offsite
  • Work with the Business’ clearing firm to resolve service issues, identifying processing gaps and systemic issues. The ability to follow through to resolution on these issues is mandatory
  • work on processing functions, must be fully cross-trained on all processing functions
  • Provide objective feedback related to team development and training needs
  • Provide training to Customer Service teams and communicate department changes
  • Think independently and offer suggestions and solutions for team improvement
  • Lead department projects and set priorities
  • Run day to day workflow and meet department service levels
  • Written Communications must be able to detail procedures and develop both internal and external communications.
  • Other responsibilities include :

  • Mentoring and career development with processors and specialists
  • Provide input for hiring, promotions and staff reviews
  • Facilitate regular 1 on 1 meetings and direct goal development and progress
  • Monitor and approve vacation and time off requests
  • Reconcile time card records for non-exempt employees
  • Qualifications

  • A Bachelor’s Degree holder in any field
  • Capacity to handle 17-18 FTE
  • Strong customer service domain experience and excellent people management skills
  • Related experience working as a Supervisor / Team Leader for operations
  • Experience in Team Management, performance management
  • Experienced in MS Office applications (Excel, Word, PPT)
  • Experience in a Customer service, Financial account an advantage
  • Main qualifications :

    To perform this job successfully, anindividual should perform each essential duty satisfactorily. The requirementslisted below are representative of the knowledge, skill, and / or abilityrequired.

    Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.

  • Ability to read and comprehend simple instructions, short correspondence, and memos.
  • Ability to write simple correspondence.
  • Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
  • Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
  • Ability to apply concepts of basic algebra and geometry.

  • Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
  • Possess the following key behaviors : Accountability, Planning and Organization, Teamwork, Flexibility and Problem Solving
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