Call Center Team Leader at Genpact

Role Overview

• You will lead a team of 15–20 agents delivering FCA-regulated Auto Finance Redress services to UK customers. You will be responsible for case management, complaint resolution, and L2 evidence review, ensuring outcomes are fair, compliant, and documented in Salesforce CRM. A significant part of your role will involve reporting to clients, providing insights into case progress, trends, and closure rates. You will also support direct customer interactions when necessary.

Responsibilities

• Team Leadership: Lead, coach, and manage a team of agents, ensuring delivery of KPIs, productivity, and service quality
• Case Management: Oversee all cases handled by the team, including escalations, ensuring compliant resolution
• Client Reporting & Liaison: Prepare and present reports to UK clients, providing updates on case volumes, trends, and outcomes
• Level 2 Review: Review evidence and complaints escalated from agents, making fair, documented judgments
• Complaint Handling & Closure: Take ownership of complex or sensitive complaints, including direct customer engagement where required
• Operational Oversight: Monitor team adherence to FCA regulations, Treating Customers Fairly (TCF), and internal policies
• QA & Continuous Improvement: Collaborate with QA to review findings, implement improvements, and support agent development
• Escalations: Act as point of escalation for complex cases, ensuring timely and accurate resolution
• MI & Reporting: Produce detailed reports and trend analyses for internal management and client review
• Training Support: Support onboarding and continuous upskilling of agents as needed

Minimum Qualifications / Skills

• Bachelor’s/B-Tech/BSc degree in finance, Business, or related field
• Proven experience managing teams in financial services (banking) or contact centre operations, ideally in regulated environments 5+ Years
• Strong understanding of FCA regulations, customer outcomes, and complaint handling
• Excellent communication and interpersonal skills, capable of client reporting and liaison
• Experience in judgment-based decision making for escalated cases
• C1-level English proficiency (spoken and written)
• Must be willing to work shifts to accommodate UK hours

Preferred Qualifications / Skills

• Experience in Auto Finance, Redress, Collections, or Banking Operations
• Familiarity with Salesforce CRM, Genesys, MS Office, and Excel
• Prior experience with QA frameworks, MI reporting, and regulatory audits
• Ability to handle direct customer interactions in complex or sensitive cases
• Strong coaching, mentoring, and stakeholder management skills