Front Line Manager – Customer Support (French) – Lisbon

About the role

Genpact is looking for a French‑speaking Front Line Manager to lead its Customer Support team in Lisbon. You will be responsible for the day‑to‑day operations that directly impact the customer experience, while fostering a high‑performance culture.

Key responsibilities

• Lead a team of agents, overseeing all daily activities that affect the customer journey.
• Use live and historical reports, dashboards and contact‑centre tools to monitor performance in real time.
• Coach and develop team members, addressing performance gaps and encouraging top performers.
• Reduce escalations by providing guidance and empowering agents to resolve issues independently.
• Collaborate cross‑functionally to optimise staffing, planning, quality, training and performance management.
• Identify improvement opportunities, propose actionable solutions and work with product and CX leads to implement them.
• Conduct weekly team meetings, huddles and one‑on‑ones to align on metrics and initiatives.
• Spend at least one hour daily handling queries and occasional escalated issues to stay connected with customers.

Required profile

• Extensive people‑management experience in a contact‑centre, BPO or vendor‑management environment.
• Fluent in English (written and spoken) and French (written and spoken).
• Proven ability to thrive in a fast‑paced, multi‑site or multicultural setting.

Required skills