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 Operational SME – Domain Trainee - English – On site Dublin Is considered a tenured agent that supports and coaches team members while enforcing policies and balancing the need for efficiency.
They will be the main liaison between training, quality, and operations.Responsibilities• Coach and mentor new hire 'Agents' during nesting phase on the floor• Provide Real Time support by resolving inquiries, coaching & mentoring with high quality, speed, empathy and accuracy to tenured Agents post onboarding phase.
This includes, but not limited to: side-by-side coaching, Team Huddles, & RCA coaching.
• Assist in the implementation and follow-through of corrective & preventive action plans for performance improvement focused on accuracy while balancing efficiency • Become and remain knowledgeable about Client products and community standards, and personally driven to be an effective advocate for our community by providing additional support for process and policy changes in collaboration with the training team (i.e.
one-on-one, side-by-side, real time support, team huddles, etc).
• Strong interpersonal skills, verbal and written communication skills and most importantly empathy• Investigate and resolve issues that are reported such as requests for account support and reports of potentially abusive content• Review production jobs in the agreed turnaround times and standards of qualityMinimum QualificationsMinimum qualifications we seek in you!• Passion for providing 1:1 support to people with accuracy and empathy.
• Agreed upon minimum English language test score based on mutually agreed upon external English language test or acceptable approved equivalent.
• Agreed upon minimum language test score based on mutually agreed upon external English language test or acceptable approved equivalent for the language supported by each specific Agent in addition to English.
• Reasoning/analytical capabilities: Minimum score to be achieved in Vendor reasoning/analytical test – mutually to be agreed upon between both parties.
• Some degree of further education/college desirable, to be mutually agreed upon between both parties.Preferred qualifications• Relevant Operations experience in a shared services, Business Process Outsourcing environment or comparable service/process mgmt.
environment combined with sufficient tenure (as per Vendor judgment) on the specific program to allow for program specific coaching/mentoring of new hires.
• High affinity and cultural awareness of political/social situation regarding the relevant market/region that will be supported by each 'Agent' – which is critical to be aware of the cultural/regional differences for nuanced policy decisions to be applied in accordance with clients' standard policies and training materials'.What can we offer?• Attractive salary;• Work in a multicultural environment;• Various trainings (initiating, soft skills);• Possibility of development;