Ready to shape the future of work?

At Genpact we don't just adapt to change we drive it. AI and digital innovation are redefining industries and were leading the charge. Genpact's AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving tech-driven environment love solving real-world problems and want to be part of a team thats shaping the future this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead. Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today.

We are inviting applications for the role of Front Line Manager - Customer Care - Non - Voice

**Work location: Noida(Work from office)

Shift: US

Responsibilities

- Lead a team of 15 contact center and back-office advisors handling customer remediation projects across multiple channels including inbound/outbound voice, email, and written correspondence.
- Acquire and maintain detailed knowledge of product and service offerings to support high-quality customer interactions.
- Ensure consistent delivery of excellent customer service across all touchpoints, driving proactive engagement and resolution.




- Coach and mentor team members to follow process guidelines and deliver resolutions at the first point of contact.
- Collaborate with training teams to support skill development and enable effective customer handling.
- Work cross-functionally with internal departments to ensure seamless service delivery and operational alignment.
- Handle escalations and customer complaints with professionalism, ensuring timely and appropriate resolution.
- Support vulnerable customers with empathy and tailored solutions, demonstrating strong negotiation and interpersonal skills.
- Monitor team performance against client KPIs, conduct root cause analysis, and implement improvement plans.
- Conduct regular one-on-one sessions with direct reports to support individual performance and development.
- Develop SOPs, deliver training, and support testing during new project launches.

Qualifications we seek in you!

Minimum qualifications

- Graduate (Any Discipline)
- Freshers are eligible

Preferred qualifications

- Previous experience in a customer service role chat/email/voice
- Effective probing skills and analyzing / understanding skills
- Analytical skills with customer centric approach
- Excellent proficiency with written English and with neutral English accent




- You should be able to work on a versatile schedule (including weekend shift)

Why join Genpact?

- Be a transformation leader Work at the cutting edge of AI automation and digital innovation
- Make an impact Drive change for global enterprises and solve business challenges that matter
- Accelerate your career Get hands-on experience mentorship and continuous learning opportunities
- 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 tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. Lets 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.

📌 Front Line Manager - Customer Care - Non - Voice (Gurugram)
🏢 Genpact
📍 Gurugram