Team Leader

2 weeks ago

Bucharest, Bucureşti, Romania Genpact Full time €30,000 - €50,000 per year

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.

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

· Review content and provide resolution based on prescribed guidelines

· Provide resolution to maintain standards of quality

· Recognize trends and patterns and escalate issues timely

· Provide insights to help improve the support to the users

· Maintain a thorough understanding of process and policies

· Provide excellent customer service to our customers

· Monitor team members and able to provide guidance whenever needed

· Manage the flow of day-to-day operations

· Build reports to update the company on the team's progress

· Rapport building with the internal & external stakeholder

· Deal with any issues that arise during shift promptly and professionally, seeking advice from the duty manager where necessary

· Ensure that the highest possible levels of customer service are always delivered

· Assist the Manager as and when necessary to make the business run effectively and efficiently

· Communicate clear instructions to team members

· This job may require working a 24/7 schedule with alternating shifts and daily review of online content that may be highly egregious/ sensitive in nature, such as (but not limited to) graphic violence, self-harm, child abuse, and hate speech.

Qualifications we seek in you

  • Any Graduate (PG an added advantage)
  • Relevant experience in Team Handling/ people facing role. Proven track record for handling 15 to 20 resources and keeping an engaged workforce
  • Fluent in Read/Write in English Language
  • Effective probing skills and analyzing / understanding skills
  • Problem solving skills with customer centric approach
  • Must be able to work on a flexible schedule (including weekend shift work)

What can we offer?

  • 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 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.

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