Senior Associate – Customer Care Voice

About the role

Genpact is seeking a Senior Associate for Customer Care – Voice to monitor and support service delivery, ensure SLA compliance, and drive workforce efficiency in its Guatemala office.

Key responsibilities

• Monitor and support activities to ensure adherence to service level agreements (SLAs).
• Track real-time agent schedule alignment, optimize breaks, and manage daily exception requests.
• Conduct root cause analysis for SLA deviations and develop corrective action plans.
• Coordinate entitlement planning, generate efficiency reports, and identify improvement areas.
• Participate in management meetings and support Lean/Six Sigma process improvement initiatives.

Required profile

• Bachelor’s degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
• Customer Experience Certification (COPC) or equivalent professional customer service certification.
• Advanced English proficiency (C1).

Required skills

• Banking Capital Markets
• Customer Care
• Customer Experience (CX)
• Customer Service
• Fraud Detection
• Fraud Disputes
• Insurance Underwriting
• Underwriting Management