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Genpact

Service Delivery Manager - Customer Care - Voice 4C

Job · Full-timeIn OfficeNoida5-6 years1 opening

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About this role

Genpact is hiring for Service Delivery Manager - Customer Care - Voice 4C in Noida. This opening was published by Genpact on their official careers board (Workday) on 20 July 2026 and was confirmed live on 14 September 2026. Job details • Company: Genpact • Role: Service Delivery Manager…

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Skills you'll use

Communication

What you'll do

Responsibilities : Lead QA team ensuring consistent service delivery aligned with client SLAs and quality benchmarks. Manage team structure and capacity planning, optimizing resource allocation based on call volumes and business needs. Drive operational excellence through performance monitoring, process improvements, and implementation of best practices. Build and maintain strong client relationships through regular governance meetings, performance reviews, and issue resolution. Oversee quality assurance across voice interactions, ensuring compliance with regulatory standards and customer satisfaction goals. Facilitate training and development programs to enhance team capabilities and support career progression. Collaborate with cross-functional teams to identify automation opportunities and reduce manual interventions in voice workflows.

Who can apply

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing
ITIL Foundation - AxelosAxelos, PMP - UdemyUdemy
Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Quality, Data Analytics, End to End Management, Fraud Detection, Quality Assurance (QA) Standards, Quality Assurance Compliance, Quality Care, Quality Compliance, Quality Management
English (Required)
Language Proficiency -
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

Service Delivery Manager - Customer Care - Voice 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…

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