Front Line Manager - Customer Care - Voice
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
We are inviting applications for the role of Auto Finance Senior Agent Customer Service -Management Trainee- English on site Johannesburg Reports to: Team Leader / Assistant Manager Responsibilities: - Handle complex FCA-regulated cases and act as a Subject Matter Expert (SME) within the team. Provide guidance and support to junior agents and ensure UK customers receive accurate fair and compliant outcomes via voice and email channels. - Manage complex and escalated customer cases applying judgment and making FCA-compliant decisions - Act as SME for processes FCA rules and redress procedures providing guidance to other agents when required - Support and coach junior agents reviewing cases and helping with problem resolution - Maintain accurate and complete records in Salesforce CRM for calls emails and case notes - Escalate only high-risk or unresolved issues to Team Leaders / Assistant Managers - Participate in Quality Assurance (QA) evaluations implement feedback and drive process improvements - Ensure compliance with FCA rules Treating Customers Fairly (TCF) and internal policies - Contribute to MI reporting by ensuring data is accurate and identifying trends or recurring issues - Proactively identify training or knowledge gaps within the team and support Trainers where needed - Support the team in meeting KP Is including case volumes resolution times and quality standards - Participate in process updates campaigns and new initiatives to ensure smooth implementation - Minimum
Qualifications
Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing
Certifications
Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow
Required Skills
Contact Center Analytics, Customer Analytics, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Onboarding, Customer Service, Customer Service Analytics, Data Analytics, Generative AI
Language
English
Language Proficiency -
Advanced - C1
Additional Job Location -
Job Type
Regular
Master Skill List -
Customer Care - Voice
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.
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