Direct Workday career site

Front Line Manager - Customer Care - Voice 4B

Location: 3601-G-Outsourcing Ser CostaRica S de RL:Ultr…
Listed: 3 days ago

About the role

Front Line 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 accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world's leading enterprises.

Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Responsibilities

Manage day-to-day operations of the call center, ensuring 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 capabilities.
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 decision-making.
Support implementation of call center technologies and tools to improve customer experience and operational effectiveness.

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow

Required Skills

Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Service:

Language
English
Language Proficiency -
Advanced - C1
Additional Job Location -
Job Type
Regular
Master Skill List -
Customer Care - Voice
Remote Type -
Hybrid
Work Shift -
Day Job (Costa Rica)

Why join Genpact?

Lead AI-powered transformation - Drive innovation and solve real-world business challenges that matter
Make an impact - Help global enterprises solve business challenges that matter
Accelerate your career - Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come 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.

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. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

Equal opportunity and legal notices

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.

Read the original posting

From Genpact's careers page, first listed on Rolev.ai on November 6, 2026. Rolev.ai is not the employer.

How Rolev.ai helps with this application

Rolev.ai is a job search and application tool for US job seekers. For this Front Line Manager - Customer Care - Voice 4B role at Genpact, it shows how your resume fits, tailors your resume to the posting, and prepares the application for you to review.

See how you fit
Openings from employer career sites are ranked against your whole resume—and searchable inside Claude, ChatGPT, and Cursor via Rolev.ai MCP.
Tailor without inventing
Every change to your resume is checked against your original. New experience goes in only with your yes—zero fabricated claims.
Draft the full kit
Tailored and Full Match resumes, role-specific cover letters, and answers to employer screening questions are prepared in seconds.
1-Click Extension Autofill
The Chrome extension fills the employer's Greenhouse, Workday, Lever, or Ashby form in 1 click. You review it and press Submit.

Start free with 5 tailored applications a month Chrome extension For AI assistants Pricing How Rolev.ai compares How Workday screens applications

Similar roles

More at Genpact

All Genpact jobs

Common questions

Where is the Front Line Manager - Customer Care - Voice 4B job at Genpact located?

This Front Line Manager - Customer Care - Voice 4B position at Genpact is located in 3601-G-Outsourcing Ser CostaRica S de RL:Ultr…. Always check Genpact's application page for specific state eligibility or relocation policies.

How do I apply for the Front Line Manager - Customer Care - Voice 4B position at Genpact?

This listing links directly to Genpact's Workday application page. You can apply directly on Genpact's site, or use Rolev.ai to check your resume fit, generate a zero-hallucination tailored resume and cover letter for this posting, and autofill the Workday application form in 1 click with the Rolev.ai Chrome extension. You always review the form and press Submit yourself.

Tailor resume & apply Company site