Sr. Associate - 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 -
RTA role
Responsibilities:
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Managing the volume, queues, AHT, attendance and break schedules
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Work closely with the operations team to analyze and help improve their delivery processes
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Assisting in improving the performance to Ops leadership by providing detailed real time analysis on metrics
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Produce hourly, daily, weekly and monthly reports
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Communicating and coordinating with Ops leads and client daily
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Preparing and provide insights for customers and client
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Supporting delivery of SLs and Staffing targets for the site
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Participates in weekly/daily review calls
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Monitor real-time agent schedule adherence
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Provide historical data with analysis
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Producing ad-hoc reports
Skills:
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Knowledge of Google spread sheets and Excel formulas
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Knowledge of Line Adherence and Staffing attainment
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Experience with AWS, WFM tools like IEX, CMS, Avaya, etc
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Ability to create reports in Spreadsheets and Excel
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Problem solving skills
Qualifications
- Bachelor’s degree in business administration, Management, or a related field (preferred).
- Relevant experience in managing voice operations in the BPO sector.
- Proven success in leading teams, achieving KPIs, and building client relationships in a fast-paced environment.
- Knowledge of Google spread sheets, Excel formulas
- Knowledge of Erlang C for scheduling
- Knowledge of Line Adherence and Staffing attainment
- Experience with AWS, WFM tools like IEX, CMS, Avaya, etc
- Ability to create schedules in Spreadsheets and Excel
- Analyze historical performance to ops and take correct scheduling decisions to improve efficiency.
Attributes:
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Ability to take initiative
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Flexible team player with a positive attitude
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Flexible about working in rotational Shift & Weekly Offs
Qualifications -
Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing
Certifications -
Certified Data Processor (CDP) - LinkedIn LearningLinkedIn Learning, Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources
Required Skills -
Customer Care
Language
English (Required)
Language Proficiency -
Advanced - C1
Additional Job Location -
Job Type
Regular
Master Skill List -
Customer Care - Collections
Remote Type -
Office
Work Shift -
With shift (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.
