Front-Line Manger – Assistant Manager – English – On Site Krakow

3 miesięcy temu

Kraków, Polska Genpact Pełny etat

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of the Front-Line Manger – Assistant Manager – English – On Site Krakow
Operations teams will function based on the schedule committed with the client (differences may appear at the start and end hour, break length, bank holidays, occasional work-related travelling).

Responsibilities
• Supervising a group of agents, with the main responsibility of coaching, reporting, executing action plans, maintaining utilization and day to day operational management
• Ensuring achievement of SLA targets
• Conducting daily and weekly meetings to share business updates
• Conducting RCA to identify drivers impacting performance, and works closely with QAs, Trainers & SME’s to improve team performance
• Perform other tasks requested by the manager to reach team objective or the company’s objectives based on current needs.
• Perform all tasks in compliance with Genpact internal policies, procedures.
• Successfully graduating the training plan attached to the position and the tasks
• Training other team members regarding the daily tasks whenever necessary and requested by the manager;
• Updating the working procedures periodically
• Supporting any systems/tools implementations applicable to the processes in scope
• Provide feed-back on team members’ process performance, identify domain knowledge gaps and plan relevant training sessions to address those gaps
• Participate in the selection of team members for different roles by assessing their domain/process knowledge 

Important: Operations teams will function based on the schedule committed with the client (differences may appear at the start and end hour, break length, bank holidays, occasional work-related travelling) This job may require working a 24/7 schedule with alternating shifts and daily review of online content that may be highly egregious/sensitive in nature, such as (but not limited to) graphic violence, self-harm, child abuse, and hate speech.


Qualifications
Minimum qualifications
• Proven ability to lead large team towards meeting the agreed SLA’s with the client and drive improvement projects to continuously enhance customer satisfaction;
• Proven strong analytical, problem solving and project management skills;
• Self-motivated, high-energy levels and works well under strict deadlines;
• Ability to manage the quality expectations and put in place relevant controls within the process to ensure the team delivers at expected standards 
• Ability to bring external and internal data insights into the process, seize optimization and automation opportunities through successful implementation of supporting digital tools
Preferred qualifications
• Solid understanding of workflow, tools used for providing services
• Previous experience in managing team
• Willingness to learn and work on a dynamic project

What we can offer
• Attractive salary;
• Stable job offers - employment contract
• Work in a multicultural and diverse environment with employees from over 30 countries
• Free access to our award-winning learning platform 
• Benefits such as Insurance, Luxmed, Multisport Lunchpass Card, additional vacation days, biking policy 

As an Equal Opportunity Employer – we encourage you to apply to this opening position(s) with your preferred CV format. 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. It is the candidate’s absolute discretion if he/she chooses to upload a CV with or without a photograph enclosed.

Kindly please see our Privacy Notice for Employment Candidates:

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