With us, you'll learn fast, work smart, and make a difference.
You'll build a career that matters.Job Description - Customer Support_Service Delivery Lead - Manager _ English_OnsiteLisbon!
(BFS )
Customer Support_Service Delivery Lead - Manager _ English_OnsiteLisbon!
- BFS
Ready to shape the future of work?
At Genpact, we don't just adapt to change—we drive it.
AI and digital innovation are redefining industries, and we're leading the charge.
Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale.
From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.
If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead.Powered by curiosity, courage, and innovation,our teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atgenpact.Comand onLinkedIn,X,YouTube, andFacebook.
Inviting applications for the role of Customer Support_Service Delivery Lead - Manager _ English_OnsiteLisbon!
Responsibilities
- Lead a team of high performing customer service voice agents
- Manage and support initiatives aimed at streamlining operations and improving customer experience metrics.
- Achieve SLAs, productivity and quality metrics for your line of business/team members.
- Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills.
- Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
- Utilize an in-depth understanding of metrics to drive data-backed business decisions.
- Continuously add value through effective project management, dedicated prioritization and efficient execution.
- Communicate policies and follow up to ensure compliance and consistency;
taking correctiveaction as necessary and documenting the issue and actions taken.
Qualifications we seek in you!
Minimum Qualifications
- Customer obsessed, motivated by crafting a seamless support experience for our global customer base.
- Vast relevant experience in financial services, technology and/or customer support.
- People management experience in an operations environment.
- Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions.
- Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.
- Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity.
- Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines.
- Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment.
- Availability to work shifts on weekends, and outside of the "standard" workday.
- Excellent communication skills (written, verbal, and in presentation format), ability to simplify complex topics for broad audiences.
- Minimum B2 English.
Why join Genpact?
- Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
- Make an impact – Drive change for global enterprises and solve business challenges that matter
- Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
- Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.
Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way.
Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.
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