Sr. Associate - Customer Care Voice

About the role

Genpact is hiring a Senior Associate for Customer Care Voice in San Jose, Costa Rica. The role supports day-shift operations, monitors service levels and helps keep agents aligned with their schedules. It is a regular, hybrid position.

Key responsibilities

• Monitor and support activities so that service level agreements (SLAs) are met
• Track real-time agent schedule alignment and proactively optimize breaks
• Analyze the root causes of SLA deviations and help develop corrective action plans
• Manage daily exception requests and adjust agent schedules accordingly
• Coordinate entitlement planning and scheduling to ensure workforce efficiency
• Generate and analyze efficiency reports to spot trends and improvement areas
• Take part in centralized or site-level management meetings as required
• Support process improvement initiatives such as Lean and Six Sigma projects
• Work with operations teams on performance, scheduling and workforce planning
• Use multiple systems and tools to manage real-time floor operations

Required profile

• Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology or Marketing
• Advanced English proficiency (C1)
• Customer Care certification (COPC)

Required skills

• Customer care, customer experience (CX) and customer service
• Technical support

The job is listed as a day shift in Costa Rica, with a hybrid arrangement.