Front Line Manager - Customer Care - Blended
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: Lead day-to-day operations across blended customer care teams, managing 100+ employees and 10+ Front Line Managers to ensure consistent service delivery. Drive customer satisfaction by monitoring service quality, resolving escalations, and implementing process improvements. Oversee call center activities, ensuring timely handling of customer queries in alignment with company policies. Collaborate with Genpact’s customer experience teams and clients to support digital engagement and service enhancements. Ensure compliance with operational standards by reviewing documentation, resolving complex issues, and maintaining service quality. Conduct regular team huddles, performance reviews, and coaching sessions to build engagement and support development. Coordinate with training teams to ensure agents and managers are equipped with necessary skills and product knowledge. Track KPIs and service metrics, identify performance gaps, and support corrective actions to meet client expectations. Assist in launching new projects by supporting SOP creation, training delivery, and transition activities. Represent team feedback and customer insights in operational discussions to support continuous improvement.
Qualifications
Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing
Certifications
ITIL Foundation Certificate in IT Service Management - AxelosAxelos
Required Skills
Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Management, Online Customer Support, People Leadership, Stakeholder Management
Language
English
Language Proficiency -
Intermediate - B1
Additional Job Location -
Job Type
Regular
Master Skill List -
Customer Care - Blended
Remote Type -
Office
Work Shift -
Standard (South Africa)
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.
Please be informed the proof of education (including educational certificates) may be requested during the recruitment process. Please note that Genpact does not impose any CV format nor do we require you to enclose a photograph to your CV as part of the application process.
Kindly please see our Privacy Notice for Employment Candidates: https://www.genpact.com/privacy/notice-for-employment-candidates
