Sr. Associate - Customer Care - Voice

About the role

Genpact is seeking a Senior Associate to support voice‑based customer care operations in Guatemala. The role focuses on monitoring service levels, optimizing agent schedules, and driving process improvements within a fast‑moving, AI‑driven environment.

Key responsibilities

• Monitor and support activities to ensure adherence to service level agreements (SLAs).
• Track real‑time agent schedule alignment and proactively optimize breaks.
• Conduct root‑cause analysis for SLA deviations and develop corrective action plans.
• Manage daily exception requests and update agent schedules accordingly.
• Coordinate entitlement planning and scheduling to ensure workforce efficiency.
• Generate and analyze efficiency reports to identify trends and improvement areas.
• Participate in centralized or site‑level management meetings as required.
• Support Lean and Six Sigma process improvement initiatives.
• Engage with operations teams to discuss performance, scheduling, and workforce planning.

Required profile

• Bachelor’s degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
• Customer Experience Certification (COPC) or Professional Customer Service certification.
• Experience in banking, capital markets, customer care, financial underwriting, fraud detection, insurance underwriting, or loan underwriting.
• Advanced English proficiency (C1).