Front Line Manager - Customer Care Voice

About the role

Genpact is looking for a Front Line Manager for its customer care voice team in Costa Rica. The role manages the day-to-day operations of the call center and drives quality, productivity and efficiency in service delivery.

Key responsibilities

• Manage day-to-day operations of the call center and ensure consistent delivery of high-quality customer service.
• Monitor performance metrics and operational indicators to identify improvement opportunities and drive efficiency.
• Develop and implement strategies to enhance productivity and service standards across the team.
• Train and mentor call center staff to strengthen service delivery and customer engagement.
• Conduct regular quality assurance assessments to maintain compliance with service expectations.
• Collaborate with cross-functional teams to ensure smooth communication and operational alignment.
• Prepare and present performance reports and trend analysis to support data-driven decisions.
• Support the implementation of call center technologies and tools to improve customer experience and operational effectiveness.

Required profile

• Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology or Marketing.
• Advanced English proficiency (C1).
• Location: Costa Rica (San Jose area); day shift, hybrid work arrangement.

Required skills

• Customer care and customer experience (CX)
• Customer journey mapping
• ServiceNow Certified Implementation Specialist certification in Customer Service Management