Customer Care Supervisor – Assistant Manager – German – Remote RO* Iași

Customer Care Supervisor – Assistant Manager – German – Remote RO*
Iaşi
Iași, Județul Iași, Romania

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.

Inviting applications for the role of Customer Care Supervisor – Assistant Manager – German – Remote RO*!

In this role, you will supervise and lead the customer care team to meet performance targets. You will monitor performance, provide coaching, handle escalations, and collaborate with other departments to improve service quality.

Responsibilities

-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 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
- 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.

Qualifications we seek in you!

Minimum Qualifications / Skills

-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
- pressure situations and resolve conflicts effectively

-Ability to provide constructive feedback in a clear and concise manner

-Ability to work in a
- paced environment

-Strong organizational skills and attention to detail

-Proficiency in using Microsoft Office Suite

Preferred Qualifications / Skills

-Proven experience in a customer service supervisory role

-Knowledge of customer care operations and best practices

-Experience working in the retail industry / with retail clients

-Experience with customer service software

-Knowledge of additional languages

What can we offer?

Attractive salary. 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).