Team Lead - Assistant manager - Italian - On Site Bucharest

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 Team Lead - Assistant manager - Italian - On Site Bucharest

Perform operational tasks within Customer Servicing area. Resolution of tasks accurately and efficiently to achieve the fixed service level target. Coordinating all required continuous improvement actions.

Responsibilities

• Collaborates internally within the company with members of the same team or of other teams in order to accomplish the alocated tasks;

• Collaborates outside the company with client representatives, within the power of authority limits allocated by the direct manager;

• Ensures that the process activities are carried-out in accordance with the solution agreed with the customer in the Design and Transition phase;

• Ensures that the performance objectives (KPIs) / process delivery time (SLAs) set under the contract are fulfilled.

• Proposes and implements the solution for new clients, acting as an SME for the process/processes.

• Poposes, sets and implements the best operational practices across the team and ensures the homogenous and comprehensive knowledge among all the team members.

• Designs transformation projects to deliver financial and productivity benefits to customer in accordance with the contractual clauses concluded with the client.

• Acts as a primary point of contact for all the escalations related to the process.

• Ensures that the team members have all the operational resources and necessary equipment (upon completion of LTO)

• Presents the performance indicators in the operational reviews meetings, analyzes data & trends in the process, continuously implements process improvement methodologies based on Lean Six Sigma.

• Ensures that all team members are aware of the contractual performance indicators (KPIs)/ delivery time (SLAs) and of the level of the expected performance output

• Conducts team huddles to communicate the information regarding to the process priorities;

• Coordinates and ensures the creation of the Standard Operating Procedure for the processes managed, updates and validates them before sending them to the customer for sign-off, ensuring that they are accurate, comprehensive and explained in a logical manner, tailored to the process needs.

• Ensures back-up versions for all team members as per the contractual requirements.

• Monitors the team performance on a daily basis and ensures that individual and team objectives are met while complying with the established standards.

• Provides feedback on the performance and the process activity results to team members, identifies areas to improve the knowledge process and plans relevant training sessions to these areas

• Participates in the selection of team members for different roles by assessing their process experience/ knowledge.

Important: This job requires working a 24/7 schedule with alternating shifts.

Qualifications

Minimum qualifications

• Graduation (any stream)

• Customer Focus (focus on internal customers and impact on our external customers)

• Bias for action (focus on results and use of intelligent risk taking)

• Team Alignment (team player; supports and respects others)

• Good verbal and written communication skills English & Italian C1

Preferred qualifications

• Adaptability: Work effectively in a dynamic contact center environment, adapting quickly to changing priorities with a sense of urgency.

• Complex Query Resolution: Resolve complex queries from customers using strong critical thinking and decision-making skills.

• Exceptional Service: Provide exceptional service by building trust and strengthening relationships through empathy, active listening, and rapport building.

• Multichannel Communication: Navigate multiple communication channels (phone/chat/email) to engage with customers effectively.

• Professional Communication: Demonstrate clear, professional written and oral communication; listen empathetically to understand and prioritize customer needs, providing appropriate solutions.

• Performance Goals: Consistently meet customer experience and efficiency (quality/productivity) goals.

• Confidentiality and Compliance: Maintain high levels of confidentiality and data security standards, adhering to company policies and a commitment to exceptional service.

• Problem-Solving: Seek solutions through logical reasoning and data interpretation independently.

• Team Environment: Foster a positive and cooperative team environment.

• Continuous Improvement: Show enthusiasm for learning and commitment to continuous improvement.

• Ability to work with various IT applications

• Customer service orientation

• Ability to work effectively under pressure

• Knowledge of MS Office

What can we offer?

• Attractive salary.

• Stable job offers - employment contract.

• Work in a multicultural environment;

• Various trainings (initiating, soft skills).

• Possibility of development;

• Benefits (Meal Tickets, Medical Services, Insurance, additional vacation days, partner discounts).

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. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

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.