Job Description - Operational SME – Domain Trainee - English – On site Dublin (HMS056508)
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.
Inviting applications for the role of Operational SME – Domain Trainee - English – On site Dublin.
Responsibilities
1. Coach and mentor new hire ‘Agents’ during nesting phase on the floor.
2. Provide Real Time support by resolving inquiries, coaching & mentoring with high quality, speed, empathy and accuracy to tenured Agents post onboarding phase.
3. Assist in the implementation and follow-through of corrective & preventive action plans for performance improvement focused on accuracy while balancing efficiency.
4. Become and remain knowledgeable about Client products and community standards.
5. Investigate and resolve issues that are reported such as requests for account support and reports of potentially abusive content.
6. Review production jobs in the agreed turnaround times and standards of quality.
Minimum Qualifications
1. Passion for providing 1:1 support to people with accuracy and empathy.
2. Agreed upon minimum English language test score based on mutually agreed upon external English language test or acceptable approved equivalent.
3. Reasoning/analytical capabilities: Minimum score to be achieved in Vendor reasoning/analytical test.
4. Some degree of further education/college desirable.
Preferred Qualifications
1. Relevant Operations experience in a shared services or Business Process Outsourcing environment.
2. High affinity and cultural awareness of political/social situation regarding the relevant market/region.
What can we offer?
1. Attractive salary.
2. Work in a multicultural environment.
3. Various trainings (initiating, soft skills).
4. Possibility of development.
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.
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.
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