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 Assistant Manager, Trust and Safety
We’re looking for someone with a strong work ethic, and the ability to work well both independently and within the context of a larger team-oriented environment. Self-starting, intellectually curious and creative individual comfortable operating in a fast-paced, dynamic environment.
Responsibilities
• Actively seek to resolve any concerns while adhering to the company policy and standards of behavior
• Ensure company goals and objectives are being met by each employee and provide constructive feedback
• Address clients concerns in reference to products, services rendered or employee interactions
• Train new employees on company standards and procedures, from how to handle a negative customer experience to how to properly interact with clients
• Motivating the team to achieve organizational goals.
• Developing and implementing a timeline to achieve targets.
• Delegating tasks to team members and manage day to day activities of team.
• Conducting training of team members to maximize their potential.
• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
• Conducting quarterly performance reviews.
• Contributing to the growth of the company through a successful team.
• Team-management experience in a project delivery / execution environment
• Task oversight, reporting and planning for the assigned project area(s)
• Ensure timely and effective communication and coordination between project coordination team and stakeholders
• Coordination between various stakeholders
• Assist in estimation for various tasks
• Provide leadership, training and mentoring to project coordinators
• Define and publish key performance metrics and suggested improvements
• Escalate any blockages / product quality impacting issues in a timely manner
• Assist in training new project coordinators and assign/rotate responsibilities amongst team members
• Maintain the quality of the external documentation and keep it in sync with processes and improvements
• Ensure issues across the team are recorded, addressed and resolved at the correct level of escalation
• Coordination between various stakeholders in-house localization tools and platform that manages and/or automates the translation workflow.
Qualifications we seek in you!
Minimum Qualifications:
-High school diploma required, Post Graduate degree or equivalent with an excellent academic record
- years of experience leading teams (preferably in a contact center environment)
- Good judgment, a high level of confidence, attention to detail, and a commitment to confidentiality required.
- Excellent communication, interpersonal and time-management skills (written and oral)
- Experience with investigating and reviewing digital content is a plus
Preferred qualifications and skills
• BA/BS in technical discipline or equivalent experience
• Knowledge of standard web technologies such as PHP, XHTML, CSS, JavaScript and accessibility
• Familiarity with the Social Media and Oculus products
• Engineering and/or hands-on programming experience
• Experience with localization platforms, file formats and CAT tools – such as SDL Trados Studio, Idiom WorldServer, or any similar
• Experience in managing internal and external stakeholders with the ability to communicate clearly and efficiently
• Experience in optimizing and improving the performance and output of a project-based team in a high-pressure environment
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. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.
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.