Customer Care Supervisor - Assistant Manager - German - Remote

4 days ago

Apply Now

Receive Emails with Similar Jobs

Genpact

WebsiteLinkedInAll Job Openings

Genpact is transforming the way businesses work with intelligent AI agents. The company specializes in providing comprehensive AI solutions and utilizes data analytics to enhance operational efficiency across various sectors including finance, supply chain management, and risk compliance. With a strong focus on digital transformation, Genpact empowers organizations to improve outcomes through innovative technology and analytics-driven decision-making.

Banking & Financial Services • Energy • Insurance • Healthcare Payer • Capital Market

10,000+ employees

🤖 Artificial Intelligence

💸 Finance

☁️ SaaS

💰 Private Equity Round on 2004-12

📋 Description

• Supervise and lead the customer care team to achieve performance targets and service levels. • Conduct daily team connects to discuss process issues and prioritize activities. • Conduct meaningful one-on-one meetings with direct reports. • Set clear expectations and align team objectives with business goals. • Monitor and evaluate team performance, providing feedback and coaching to improve skills and productivity. • Handle escalated customer inquiries and complaints, providing effective resolutions. • Collaborate with the team trainer to design and implement effective training programs that enhance the skills and knowledge of the customer care team. • Oversee the implementation of a backup structure and a cross-training plan to ensure seamless customer care operations. • Oversee the creation and periodical reviews of comprehensive standard operating procedures (SOPs) to ensure operational efficiency and compliance. • Work closely with the quality analysts to monitor and evaluate customer interactions, ensuring adherence to company standards and identifying areas for improvement. • Partner with the workforce management analysts to optimize staffing levels, forecast call volumes, and ensure efficient scheduling to meet service level agreements (SLAs). • Participate in the hiring process, including interviewing and selecting new team members. • Prepare and present regular reports on team performance and customer feedback. • Interact with client stakeholders to understand their needs and ensure alignment with service delivery. • Ensure a high Net Promoter Score (NPS) by maintaining excellent customer satisfaction and loyalty. • Implement strategies to minimize revenue loss through effective customer service and issue resolution. • Collaborate with other departments to address customer issues and improve service processes. • Lead and participate in continuous improvement projects to enhance service quality and efficiency. • Ensure compliance with company policies and industry regulations.

🎯 Requirements

• Fluency in German and a good level of English • Bachelor’s degree in business administration, management, or a related field • Relevant Years of experience in a supervisory role • Strong leadership and team management skills • Excellent communication and interpersonal skills • Ability to handle high-pressure situations and resolve conflicts effectively • Ability to provide constructive feedback in a clear and concise manner • Ability to work in a fast-paced environment • Strong organizational skills and attention to detail • Proficiency in using Microsoft Office Suite

🏖️ Benefits

• Meal Tickets • Medical Services • Insurance • Additional vacation days • Partner discounts