Front Line Manager - Customer Care - Collections 4B

Description

Summary: Seeking a Front Line Manager for Customer Care Collections to lead a team, improve customer experience, and coach for success in a fast-paced, innovation-driven environment. Highlights: 1. Lead a team and enhance customer experience in a dynamic environment 2. Coach and develop team members to achieve top performance 3. Drive innovation and solve real-world business challenges with AI Front Line Manager \- Customer Care \- Collections**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 \-** Customer Support \_ Team Leader\_Front Line Manager\_ English\_Onsite Lisbon **Responsibilities** * Leading a team with responsibility for all daily activities impacting the customer experience. * Utilizing live, legacy reports, tooling and systems to understand what is happening at any point in time. * Coaching team members at all levels; development of poor performers whilst also inspiring top performers. * Providing guidance to reduce future escalations and get team members self\-sufficient. * Improving customer experience by working cross functionally to optimize planning, staffing, performance management, quality, training. * Identifying customer improvement opportunities and turning these into impactful actions. * Leading the team for success in all metrics by monitoring the customer experience using relevant dashboard, reporting and contact centre tools. * Coaching team for success, turning all contacts into a learning improvement opportunity. Using performance management systems to understand team members' performance and gaps. * Collaborating with CXO on product, process and CX improvement programmes. * Identifying customer improvement opportunities and recommending impactful solutions whilst collaborating with relevant leads to deliver on solutions * Meet with the team weekly or as is needed to align on customer experience performance and programmes. * Stay connected to the customer by spending at least one hour daily working on queries and handling occasional escalated issues. * Facilitating weekly huddles with agents focused on topics or metrics **Qualifications we seek in you!** * Vast experience in people management in a contact centre, BPO, vendor management environment * Fluency in English verbal and written. * Ability and thrives in a fast paced multicultural team. * A curious mindset that seeks to learn, challenge the status quo and improve our business. * Encourage openness and transparency whilst respecting individuals’ privacy. * Respect \& promote equality, diversity and inclusion. * Someone who is as interested in team success as personal success. A team player who can build a championship team. * An inspiring coach who can meet team members and their level and develop to top performers or promotion. * Understanding the differences in mindsets, type of learners, ability to apply different motivation techniques and coaching styles. **Qualifications \-** Bachelors \- Business Administration, Bachelors \- Communication, Bachelors \- Hospitality Management, Bachelors \- Information Technology, Bachelors \- Marketing**Certifications \-** Certified Treasury Professional (CTP) \- Instituto Nacional de AprendizajeInstituto Nacional de Aprendizaje**Required Skills \-** Business Process Management (BPM), Customer Care, Customer Experience (CX), Customer Relationship Management (CRM), Data Analytics, Data Literacy, Experience Design (Including Customer/User Experience), Internet Businesses, People Leadership**Language** English (Required)**Language Proficiency \-** Advanced \- C1**Additional Job Location \-** **Job Type** Regular**Master Skill List \-** Customer Care \- Collections**Remote Type \-** Office**Work Shift \-** Standard (Portugal)**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.