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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.
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Job Description

SMB Front Line Manager - Payroll Operations 

Front Line Manager – Payroll (International Voice Support) 

Overview: 

Leads a team of frontline agents supporting Payroll customers across (Online & Desktop). Ensures accurate and timely payroll processing, issue resolution, and compliance, while driving customer trust in time-sensitive and business-critical payroll scenarios.  

 

Responsibilities: 

Team Leadership & Development 

• Lead, coach, and manage a team handling payroll-related customer interactions. 
• Conduct regular performance reviews, coaching sessions, and call calibrations. 
• Drive a culture of accountability, ownership, and continuous improvement. 
• Support onboarding, payroll training, and certification programs. 

 

Customer Experience & Escalations 

• Act as the escalation point for complex payroll issues (pay runs, tax calculations, direct deposits, corrections). 
• Ensure timely resolution of critical, time-bound payroll issues impacting employee payments.  
• Drive clear, empathetic, and compliant communication in sensitive financial scenarios. 
• Improve first contact resolution and reduce repeat contacts. 

 

Operational Excellence 

• Manage daily operations including queue management, staffing, and adherence. 
• Ensure SLA compliance and workflow efficiency across payroll support. 
• Monitor trends, identify defects, and implement corrective actions. 
• Ensure adherence to payroll compliance, risk controls, and regulatory requirements. 

 

Performance Management 

• Own team performance across all customer service, quality, and productivity metrics. 
• Conduct root cause analysis and implement improvement plans. 
• Balance efficiency with accuracy and customer experience. 

 

Customer Value Enablement 

• Enable agents to educate customers on payroll workflows and best practices. 
• Drive adoption of payroll features and services within the ecosystem. 
• Support value-based and compliant selling where applicable. 

 

Key Performance Indicators (KPIs) – Customer Care 

Customer Experience 

• CSAT, NPS, Customer Effort Score 

Resolution Metrics 

• First Contact Resolution (FCR) 
• Repeat Contacts 
• Escalation Rate 

Quality & Compliance 

• QA Score 
• Payroll Compliance Adherence 
• Error / Defect Rate 

Operational Metrics 

• Average Handle Time (AHT) 
• Service Level 
• Schedule Adherence 
• Attendance 

Productivity Metrics 

• Contacts per Hour 
• After Call Work (ACW) 
• Utilization 

People Metrics 

• Attrition 
• Shrinkage 
• Employee Engagement 
• Coaching Effectiveness 

Sales Metrics (if applicable) 

• Conversion Rate 
• Revenue / Attach Rate 

👉 All KPIs measured as per Targets defined by client 

 

Qualifications: 

Required 

• Relevant years of international voice support experience with team handling exposure 
• Strong experience in performance management and escalation handling 
• Excellent communication and coaching skills 

 

Preferred 

• Experience in Payroll / US Payroll processes 
• Knowledge of payroll systems (ADP, Gusto, Paychex, QuickBooks Payroll) 
• Exposure to compliance-driven financial environments  

 

Success Measures 

• Consistent delivery across all KPIs 
• High payroll accuracy and minimal escalations 
• Strong team capability and engagement 
• Effective handling of time-critical payroll scenarios 

 

 

Qualifications

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

Certifications

Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow

Required Skills

Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Service, Data Analytics, Financial Analysis Reporting, Fraud Detection, Fraud Disputes, Sales

Language

English (Required), English (Required)

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

Customer Care - Voice

Remote Type -

Office

Work Shift -

Night Job (India)

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. 
 
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.  
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.