Genpact

Delivery Leader - Customer Care

Job · Full-timeIn OfficeGurugram1-2 years1 opening

About this role

Genpact is hiring for Delivery Leader - Customer Care in Gurugram. This opening was published by Genpact on their official careers board (Workday) on 11 September 2026 and was confirmed live on 14 September 2026. Job details • Company: Genpact • Role: Delivery Leader - Customer Care • Location…

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Skills you'll use

CommunicationCustomer Service

What you'll do

Responsibilities :
Provide strategic oversight for call center operations, ensuring seamless execution of inbound and outbound customer interactions across multiple channels.
Drive customer experience excellence by implementing robust quality frameworks, performance metrics, and continuous improvement initiatives.
Lead workforce planning, capacity management, and operational governance to meet service level targets and business objectives.
Collaborate with cross-functional teams to align call center operations with organizational goals, product updates, and customer engagement strategies.
Champion the adoption of advanced call center technologies and analytics to enhance efficiency, personalization, and issue resolution.
Build and mentor high-performing teams, fostering a culture of accountability, service excellence, and professional growth.
Represent the function in strategic forums, influencing decisions on customer care transformation, automation, and digital enablement.

Who can apply

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing
Certified Customer Service Representative (CCSR) - TransmanTransman
Banking Capital Markets, Banking Capital Markets, Best Practice Benchmarking, Contact Center Analytics, Customer Analytics, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Onboarding, Customer Service, Data Analytics, Data Science, End to End Management, Fraud Analytics, Fraud Detection, Fraud Prevention, General Ledger (GL), Marketing Analytics, Media Research, Metrics Reporting, Onboarding, Robotic Process Automation, Sales, Speech Analytics, Strategic Advisory {+ 1 more}
Language Proficiency -
Upper Intermediate - B2
Additional Job Location -

Perks & benefits

Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matterMake an impact – Help global enterprises solve business challenges that matterAccelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay aheadWork with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every dayThrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.Let’s build tomorrow together.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.

About Genpact

Delivery Leader - Customer Care Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator…

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