Current Vacancies at Genpact

Responsibilities

• Sourcing of the candidates (both passive and active)
• Screening CVs, proceeding with HR interview for the selected and suitable candidates
• Scheduling appointments between the candidates and managers
• Partnering with business partners, so that recruitment and selection of employees meet business needs
• Oversee the recruitment process from job specification to offer and acceptance
• Manage applications, providing feedback to management and candidates on interviews in a professional and timely manner
• Entering and updating data in the recruitment systems
• Implementing and learning new hiring technology
• Taking part in events, jobs fairs and any projects aimed to develop our talent pool
• Handling recruitment projects in Romania and other countries, as per allocation done by manager and business need
• Creating regular or ad-hoc reports, as per the business need
• Contribute to process improvement by coming up with ideas
• Collaborating closely with colleagues across EMEA Recruitment team

Minimum  qualifications 

• Fluency in English
• University degree (relevant studies) would be an advantage
• Relevant experience focused on mass recruitment processes and exposure to a multicultural environment
• Experience of competency/behavior based interviewing techniques

Preferred Qualifications 

• Excellent interpersonal skills
• Enthusiastic behavior and self-starter attitude
• Results driven
• Ability to work independently on the assigned tasks and own projects end to end, until closure

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Responsibilities:

• Partnering with operations management, so that recruitment and selection of employees meet business needs
• Researching and utilizing time and efficient methods of identifying quality potential employees
• Utilizing proactive and various search methods to source candidates, including advertising (print and web based), employee referrals, and personal networking
• Ensuring all OTFR metrics are met to ensure positive results
• Partner with operations and management to learn details of new roles and job openings
• Work with hiring managers to find the best questions to ask, in order to, evaluate candidates
• Build a list of questions (prescreen document) to ask applicants during the initial phone call
• Utilize internal and external websites to post new openings; build a questionnaire for each of these portals so that outstanding profiles are received; utilize these external portals to source additional qualified candidates
• Call applicants to discuss job positions and evaluate if they would be the right fit for our company
• Schedule qualified candidates for interviews with operations managers; request feedback from managers once interviews are complete
• Create profiles in Genpact portals to easily store new-hire information; work with Shared Services team to process job offers; settle the start date of new hires; work with candidates throughout the background check and onboarding processes; keep management advised throughout new-hire process
• Find qualified candidates quickly in order to meet deadlines and/or business-required dates; provide timely and high-quality candidates
• Provide positive and/or constructive feedback to all applicants regarding their interviews
• Plan, prioritize, monitor progress, and provide tracking information for managers and operations leads regarding the recruitment process; analyze and report on these activities
• Work closely with other areas of People Support to maintain client and interpersonal integrity

Qualifications we seek in you!

Minimum qualifications

• High School Diploma (or equivalent)
• Deadline driven, self-starter, mentally agile, and enthusiastic
• Excellent multitasking skills
• Interpersonal and communication skills, both written and verbal
• Able to work in a collaborative environment

Preferred qualifications

• Understanding of working in a BPO environment
• Innovative approach to problem solving

go to method of application »

Responsibilities

The candidate will be responsible for managing all call assigned by the client within their working shift complying with the expected quality parameters, customer service levels as well to comply with the regular trainings and updates the client requires to operate seamlessly. The work scope includes, but is not limited to:

• Fraud Detection 
• Servicing customers by answering product and service questions and advising about other products and services
• Resolving product and service problems
• Reviewing and making changes on customers’ account when needed
• Handling complaints
• Handling inbound and outbound calls (Spanish & English)
• Adhering to compliance policy
• Customer Service Oriented

Qualifications we seek in you!
Minimum Qualifications

• High school diploma 
• 85% English proficiency 
• Basic knowledge on Word, Excel
• Basic knowledge on internet navigation
• Flexibility – Schedules
• B1 English Level Minimum

go to method of application »

Responsibilities

The candidate will be responsible for managing all call assigned by the client within their working shift complying with the expected quality parameters, customer service levels as well to comply with the regular trainings and updates the client requires to operate seamlessly. The work scope includes, but is not limited to:

• Fraud Detection 
• Servicing customers by answering product and service questions and advising about other products and services
• Resolving product and service problems
• Reviewing and making changes on customers’ account when needed
• Handling complaints
• Handling inbound and outbound calls (Spanish & English)
• Adhering to compliance policy
• Customer Service Oriented

Qualifications we seek in you!
Minimum Qualifications

• High school diploma 
• 85% English proficiency 
• Basic knowledge on Word, Excel
• Basic knowledge on internet navigation
• Flexibility – Schedules
• B1 English Level Minimum

go to method of application »

Responsibilities

• Auditing calls and sharing feedback to improve customer experience
• Conduct formal Sessions to help front line agents become better with language and soft skills
• Conduct BUILD, Pre-Process and Process Training, as directed by the Business
• Deliver training using contemporary principles and assessment methodology which are aligned with company and customer standards
• Run Soft-skills and Cultural training and complete quality certification prescribed by Quality Team
• Perform weekly/random trending-based coaching/monitoring/tracking to manage team member’s performance, training needs analysis
• Oversee facilitation of PKT, monitor and track results, and interventions (coaching, refreshers, etc.)
• Attending reviews to share weekly results and achievements
• Good understanding of the process and processing steps, to be able to coach and trainer employees using examples from the business
• Responsible for delivering and facilitating training through a variety of delivery methods across new hire and tenured participants
• Provide analysis in evaluated calls and identify gaps that impact KPIs
• Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance
• Help in facilitating or co-facilitating coaching and feedback session with agents
• Consolidate quality data and maintain the internal Quality dashboard
• Provide data and root cause analysis on audited calls
• Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client(s)
• Conduct PKT (Process Knowledge tests) as per agreed schedule
• Develop self and maintain knowledge in relevant field at all times
• Perform training needs analysis
• Facilitate new hire training, coaches and conducts performance evaluation of trainees

Qualifications we seek in you!
Minimum Qualifications

• Very good understanding of Customer Service integral components
• High School Graduate
• Self-motivated with ability to work both independently and as part of a team;
• English Proficient – both written and spoken
• Excellent written and oral communication skills and detail-oriented;
• Ability to learn, adapt, upskill and work independently;
• Working experience in PowerPoint, Word and Excel
• Numerical Skills for Analysis and Reporting
• Should be flexible in shift timings
• Strong organizational skills to give the team direction
• Expert on the process or previous experience as trainer/quality analyst

Preferred Qualifications/ Skills

• Multinational/ BPO background is preferred
• Lean Six Sigma Trained and Tested

go to method of application »

Responsibilities

• Auditing calls and sharing feedback to improve customer experience
• Conduct formal Sessions to help front line agents become better with language and soft skills
• Conduct BUILD, Pre-Process and Process Training, as directed by the Business
• Deliver training using contemporary principles and assessment methodology which are aligned with company and customer standards
• Run Soft-skills and Cultural training and complete quality certification prescribed by Quality Team
• Perform weekly/random trending-based coaching/monitoring/tracking to manage team member’s performance, training needs analysis
• Oversee facilitation of PKT, monitor and track results, and interventions (coaching, refreshers, etc.)
• Attending reviews to share weekly results and achievements
• Good understanding of the process and processing steps, to be able to coach and trainer employees using examples from the business
• Responsible for delivering and facilitating training through a variety of delivery methods across new hire and tenured participants
• Provide analysis in evaluated calls and identify gaps that impact KPIs
• Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance
• Help in facilitating or co-facilitating coaching and feedback session with agents
• Consolidate quality data and maintain the internal Quality dashboard
• Provide data and root cause analysis on audited calls
• Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client(s)
• Conduct PKT (Process Knowledge tests) as per agreed schedule
• Develop self and maintain knowledge in relevant field at all times
• Perform training needs analysis
• Facilitate new hire training, coaches and conducts performance evaluation of trainees

Qualifications we seek in you!
Minimum Qualifications

• Very good understanding of Customer Service integral components
• High School Graduate
• Self-motivated with ability to work both independently and as part of a team;
• English Proficient – both written and spoken
• Excellent written and oral communication skills and detail-oriented;
• Ability to learn, adapt, upskill and work independently;
• Working experience in PowerPoint, Word and Excel
• Numerical Skills for Analysis and Reporting
• Should be flexible in shift timings
• Strong organizational skills to give the team direction
• Expert on the process or previous experience as trainer/quality analyst

Preferred Qualifications/ Skills

• Multinational/ BPO background is preferred
• Lean Six Sigma Trained and Tested

go to method of application »

Responsibilities

• The candidate will be responsible for managing all call assigned by the client within their working shift complying with the expected quality parameters, customer service levels as well to comply with the regular trainings and updates the client requires to operate seamlessly. The work scope includes, but is not limited to:
• Servicing  customers by answering product and service questions and advising about other products and services
• Resolving product and service problems
• Reviewing and making changes on customers’ account when needed
• Handling complaints
• Handling inbound and outbound calls
• Adhering to compliance policy
• Customer Service Oriented

Qualifications we seek in you!
Minimum Qualifications

• High school diploma
• 85% English proficiency
• Basic knowledge on Word, Excel
• Basic knowledge on internet navigation
• Flexibility – Schedules
• B1 English Level Minimum

Preferred Qualifications/ Skills

• Background on Customer service (desired but not mandatory)

go to method of application »

Responsibilities

• The candidate will be responsible for managing all call assigned by the client within their working shift complying with the expected quality parameters, customer service levels as well to comply with the regular trainings and updates the client requires to operate seamlessly. The work scope includes, but is not limited to:
• Servicing  customers by answering product and service questions and advising about other products and services
• Resolving product and service problems
• Reviewing and making changes on customers’ account when needed
• Handling complaints
• Handling inbound and outbound calls
• Adhering to compliance policy
• Customer Service Oriented

Qualifications we seek in you!
Minimum Qualifications

• High school diploma
• 85% English proficiency
• Basic knowledge on Word, Excel
• Basic knowledge on internet navigation
• Flexibility – Schedules
• B1 English Level Minimum

Preferred Qualifications/ Skills

• Background on Customer service (desired but not mandatory)

go to method of application »

Responsibilities

• Should be operation expert and able to handle 17-20 resources
• Managing the day-to-day activities of the team
• Manage day to day activities across all Genpact required activities, ensuring a seamless customer experience throughout the Customer Service journey
• Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall team’s performance
• Monitor and evaluate calls using evaluation standards and forms mandated by the client
• Provide analysis in evaluated calls and identify gaps that impact KPIs
• Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance
• Development and implementation of training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metrics
• Works closely with other members of the Training and Call Quality team to ensure effective implementation
• Create Governance Reporting such as weekly and monthly decks
• Enforce Genpact’s guidelines and policy across the operations team
• Partner with Training and other Support Functions to ensure a seamless operation
• Track, analyze and monitor performance of the teams under their care
• Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client(s)

Qualifications we seek in you!
Minimum Qualifications

• Experience as trainer, front line manager, quality analyst or similar in a Voice Process
• Very good understanding of Customer Service integral components
• High School Graduate
• Self-motivated with ability to work both independently and as part of a team;
• Ability to handle client on one-on-one basis, via e-mails and calls;
• English Proficient – both written and spoken
• Excellent written and oral communication skills and detail-oriented;
• Great customer orientation, crisp communication skills, positive and proactive attitude, result-oriented;
• Ability to learn, adapt, upskill and work independently;
• Ability to work under tight deadlines across multiple projects in parallel and different time zones. Good prioritization skills;
• Working experience in PowerPoint, Word and Excel
• Numerical Skills for Analysis and Reporting
• Should be flexible in shift timings
• Strong organizational skills to give the team direction.

Preferred Qualifications/ Skills

• Multinational/ BPO background is preferred
• Lean Six Sigma Trained and Tested