Call Center Team Leader at Genpact

Role Overview


You will lead a team of 15 - 20 agents delivering FCA-regulated Auto Finance Redress services to UK customers. You will be responsible for case management, complaint resolution, and L2 evidence review, ensuring outcomes are fair, compliant, and documented in Salesforce CRM. A significant part of your role will involve reporting to clients, providing insights into case progress, trends, and closure rates. You will also support direct customer interactions when necessary.


Responsibilities


Team Leadership: Lead, coach, and manage a team of agents, ensuring delivery of KPIs, productivity, and service quality
Case Management: Oversee all cases handled by the team, including escalations, ensuring compliant resolution
Client Reporting & Liaison: Prepare and present reports to UK clients, providing updates on case volumes, trends, and outcomes
Level 2 Review: Review evidence and complaints escalated from agents, making fair, documented judgments
Complaint Handling & Closure: Take ownership of complex or sensitive complaints, including direct customer engagement where required
Operational Oversight: Monitor team adherence to FCA regulations, Treating Customers Fairly (TCF), and internal policies
QA & Continuous Improvement: Collaborate with QA to review findings, implement improvements, and support agent development
Escalations: Act as point of escalation for complex cases, ensuring timely and accurate resolution
MI & Reporting: Produce detailed reports and trend analyses for internal management and client review
Training Support: Support onboarding and continuous upskilling of agents as needed


Minimum Qualifications / Skills


Bachelor's/B-Tech/BSc degree in finance, Business, or related field
Proven experience managing teams in financial services (banking) or contact centre operations, ideally in regulated environments 5+ Years
Strong understanding of FCA regulations, customer outcomes, and complaint handling
Excellent communication and interpersonal skills, capable of client reporting and liaison
Experience in judgment-based decision making for escalated cases
C1-level English proficiency (spoken and written)
Must be willing to work shifts to accommodate UK hours


Preferred Qualifications / Skills


Experience in Auto Finance, Redress, Collections, or Banking Operations
Familiarity with Salesforce CRM, Genesys, MS Office, and Excel
Prior experience with QA frameworks, MI reporting, and regulatory audits
Ability to handle direct customer interactions in complex or sensitive cases
Strong coaching, mentoring, and stakeholder management skills