Customer Support _ Team Leader_ Assistant Manager _ Spanish_Onsite Lisbon

With us, you’ll learn fast, work smart, and make a difference. You'll build a career that matters.

Job Description - Customer Support _ Team Leader_ Assistant Manager _ Spanish_Onsite Lisbon! (BFS047391)

Ready to shape the future of work?

At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our
- first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From
- scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a
- moving,
- driven environment, love solving
- world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting‑edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today.

Get to know us at genpact.com and on Linked
In, X, You
Tube, and Facebook.

Inviting applications for the role of Customer Support _ Team Leader_ Assistant Manager _ Spanish_Onsite Lisbon!

Responsibilities

• Leading a team with responsibility for all daily activities impacting the customer experience.
• Utilizing live, legacy reports, tooling and systems to understand what is happening at any point in time.
• Coaching team members at all levels; development of poor performers whilst also inspiring top performers.
• Providing guidance to reduce future escalations and get team members self‑sufficient.
• Improving customer experience by working cross functionally to optimize planning, staffing, performance management, quality, training.
• Identifying customer improvement opportunities and turning these into impactful actions.
• Leading the team for success in all metrics by monitoring the customer experience using relevant dashboard, reporting and contact centre tools.
• Coaching team for success, turning all contacts into a learning improvement opportunity. Using performance management systems to understand team members' performance and gaps.
• Collaborating with CXO on product, process and CX improvement programmes.
• Identifying customer improvement opportunities and recommending impactful solutions whilst collaborating with relevant leads to deliver on solutions.
• Meet with the team weekly or as is needed to align on customer experience performance and programmes.
• Stay connected to the customer by spending at least one hour daily working on queries and handling occasional escalated issues.
• Facilitating weekly huddles with agents focused on topics or metrics.

Qualifications we seek in you!

Minimum Qualifications

• Vast experience in people management in a contact centre, BPO, vendor management environment
• Fluency in English verbal and written.
• Ability and thrives in a fast paced multicultural team.
• A curious mindset that seeks to learn, challenge the status quo and improve our business.
• Encourage openness and transparency whilst respecting individuals’ privacy.
• Respect & promote equality, diversity and inclusion.
• Someone who is as interested in team success as personal success. A team player who can build a championship team.
• An inspiring coach who can meet team members and their level and develop to top performers or promotion.
• Understanding the differences in mindsets, type of learners, ability to apply different motivation techniques and coaching styles.
• An excellent communicator proficient in communicating at all levels and channels.
• Experienced in delivering high‑quality results you will be experienced in implementing “best practice” customer service, sales and account management within contact centres
• Knowledge of solution design process, procedures and operating models you will also be highly proficient with contact centre technology
• Strong problem‑solving skills with the ability to quickly identify key issues and provide effective solutions
• Analytical with an understanding of trends.
• Minimum B2 English & Spanish

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation.
• Make an impact – Drive change for global enterprises and solve business challenges that matter.
• Accelerate your career – Get hands‑on experience, mentorship, and continuous learning opportunities.
• Work with the best – Join 140, 000+ bold thinkers and problem‑solvers who push boundaries every day.
• Thriving 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 tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

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.