customer service representative

call center representative

field technician

transaction processing associate

electrical engineer

Genpact

Genpact hires people it feels are trustworthy to receive their tasks and who will work diligently to accomplish them. There is very little input or interference on the part of management so long as employees meet the specifications and expectations for the role they were hired for. 

Training is not very structured, as new hires are expected to familiarize themselves with training materials and ask plenty of questions in order to fill in any gaps of understanding or knowledge. As such, it is important that those applying here are highly-motivated, self-driven, and comfortable opening dialogs when questions or issues arise. 

For those who are detail oriented and able to focus on managing their time and workload without a lot of input or feedback, this is a great position. If, however, someone needs to have their hands held, or they expect that the absence of direct input means that no one is watching or performing quality control, your stay will be brief and unpleasant. 

I have never experienced any issues with receiving time off when I needed it (Family, Medical, etc,) and Genpact's handling of the impact shelter-in-place and mask orders have levied against their operations has been top-tier, bar none. While no employer is perfect, they have done exceptionally well, and have taken very good care of their at-risk employees, as well as ensuring safe space for those who remain in-office on a day-to-day basis.

If I have anything to offer as advice to management, it is this: Good employees don't leave companies. They leave bad managers. Your managers need to be more available and more positive in their communication. All stick and no carrot is no way to motivate those working on the lowest rungs. Only interacting with subordinates when there is an issue that needs resolution is also toxic to team cohesion and makes it difficult to inspire employees to do their best for you each day. (Points I make not necessarily about my own experience as an employee, but in response to situations I have seen arise across several teams.)

This review is from working at the Richardson, TX location for a year during the Covid-19 pandemic and from home during most of 2020 and the beginning of 2021.

Over the entire year, the job of Content Review Analyst is pretty simplistic and using the tools that Genpact has for the employees are helpful to a point. Employee metrics are EVERYTHING and if you aren't meeting them in some way, shape, or form then you will be talked to about them. We aren't just talking about Job performance either (how well you do your job), but other things that make it feel like that even if you are acing your work if you aren't acting as the 'cog in the machine' then you will be criticized no matter how well you work.

They also change how this job works after you get used to the last terrible method of doing things. Your scores are how you make your living, so getting used to how it works and how you do your job actually makes you SUFFER in the long run. Because once you actually understand your job and become confident, they change the way they score things and handle the work. This now means what got you metrics of 93 before now make you get metrics of 79, which they then get onto you for.

Work changes are one thing but they have no reason to make these kinds of changes as often as they do. They actively make changes that are anti-employee and often or not it feels like they target employees for them to fail. The position of Content Review Analyst/Social Media Moderation has such a high turnover rate due to this and the job itself not being for everyone. The position has little to no security because they change how it works so nobody wants to stay and deal with that and what they do.

Also, getting Covid while working for Genpact can be an easy process or a hellish one. Some employees received information regarding what was required to return to work when they submitted their Positive tests, others did not receive any information at all making people unable to work until they find out what they need to return! (Negative test result and Doctor release)

Genpact, in many areas, compete with best of the breed. They are getting into niche business, partnering with strategic players building capabilities in disruptive areas, hiring key people to drive growth. Good marketing in digital space. Many new opportunities to work in, offering good exposure in emerging technologies. Corporate policies are liberal and competitive benefits. Seems good prospect overall. 

However, actual work on ground seems unorganized. Much of new initiatives seem not to realize full potential and direction lost in lack of ownership, politics or in management that is unable to execute. Some folks in management seem risk averse and in some cases, India-based leadership does not seem to have strong relation with customer base that drives their business. There is often a feeling people are asked to do things just to check some boxes.Team engagement is a challenge, culture of integration is almost non-existent. US hires feel aloof in a work culture and environment that seems distinctly foreign. Many favor hiring within specific cultures that make them more comfortable, rather than best fit for role or business impact. Not a lot of structure in day to day work, many projects that are merely busy work or results of knee jerk reaction to address someone's concern. Meetings and time are poorly managed and not effective - most people don't join on time, people don't come prepared. There are many where no action is taken or assigned, Management needs to have better transparency on plans and responsibilities. Performance assessment is not always objective with goal setting and rewards just a formality in some cases making performance measurement  whimsical. HR is hard to reach and does not show much ownership to address concerns. 

Overall - company provides good opportunities to learn, interesting areas of work if you are prepared to accept some chaos in daily work and very different working style compared to US. Could be much better with stronger sense of ownership across the board, can do attitude and there was true embracing of global culture.

Being that I just started at Genpact, I  really can't comment on what it's like once you hit the production floor. I can only comment on what I witnessed and been through so far, and so far everything's been cool and nice, albeit disorganized. Not one of the supervisors are on an even keel with the other when it comes to knowledge about the clien or procedure. Now, I can understand this with a newly acquired client , but with established procedure? That's just no. The biggest problems that I have witnessed by far are the belly aching, whiny coworkers who complain and grumble about everything- from the work or training hours to the commute time.  It's really a drain to hear the constant complaining from those babies, yet not a one of the complainants seem to want to just cut the rope and just resign from the position and GO HOME. 
A few of the perks of working with Genpact: free parking, of course. Theirs also an abundance of coffee and tea readily supplied in the break rooms. The newly designed call center is work efficient,  and bright. The major drawback to that is their is no "personal space" which I find a bit disappointing. I cherish the idea of personalizing my work area; since the new center is open, you'll have to skip this part. The company is highly diverse; their are coworkers from different countries as well as varying ethnicities and cultural backgrounds that makes for a unique and exciting experience. There seems tio be constant change as the company is steady growing and evolving tech wise. Wth the acquisition of new clients, there will be opportunities for improvement on even tried and true methods. Those who are adverse to this type of environment, or can't adapt but are considering employment here may want to keep moving to the next prospect. They could also use a upgrade on their training computer system. The pay is decent, and the surroundings are modern, bright, cheerful and encourage coworker interaction. I can vision myself being here for the long haul.

Let me start from the beginning better yet I’ll start in the middle for shock value to show the level of unprofessionalism in the Genpact building. I was late to work everyday for probably six months straight I called in when I wanted to. Why did I do this because the place is a joke. They have zero structure there is literally no reliable system in place for attendance, communication with management/supervisors, schedules “I had no official schedule in their system twice once at the beginning and second for months until February”  Their are no guidelines for moving up they randomly let people move into different positions because they have no one to perform the jobs example: I literally went through training class with people who ended up in payroll or workforce management a couple weeks out of training. The floorwalkers were randomly chosen they know no more than frontline agents their were no standards to become a floorwalker. I was there 8 months again “I was late everyday” what a joke of a company. They have inexperienced people judging your job in the quality department they were pulled randomly from all the employees and it is now March my last quality score was 2/14 “terrible” Above all they under pay their fraud specialist position “which is not quite fraud at all” they pay the employees who are basically test dummies 16.00/hr who were their to launch the fraud department while adamantly, conflicting and unresponsibly posting the exact same job and job requirements on indeed starting at 20.00/hr and bringing this new hires in at 20.00hr just to ask the tenured employees how to do the job because our training was poor as well as theirs. Supervisors or management have no clue how to do the job basically this was a new contract and this is a guinea pig operation. I could continue but just don’t apply or ever work their unless it’s an emergency I basically finessed them for 8 months that’s how unorganized and unprofessional they are there. Don’t believe me I no called no showed maybe 4 or 5 times

Laid off with 17 other managers after it was announced we were growing.  The worst thing is they were in too much of a hurry to hire anyone with a pulse in order to bill the client for hours. The site grew too fast.  Up to 300 a month.  Hire disrespectful agents looking at disrespectful internet material on social media and you get the worst site ever.  Expecting these agents that don't respect anything to have the strength to want to improve their quality scores is never going to happen.  So many policy changes and changes to a decision tree to action a job.   Subject Matter Experts meet nightly to discuss confusing policy to get on the same page, so hard to hit that 98% when it is poorly written by client.  Most the agents don't respect anything. No support from HR.  They would investigate lies against me but  I would be disrespected when correcting dress code issues or telling people to do their job when they were just sitting there doing nothing . Other real businesses that support managers would not tolerate employees that tell managers to "get out of their face" when sleeping at their desk.  Emails escalating behavioral issues or fake doctor notes were unanswered by HR, overwhelmed by the never-ending nonsense.  HR cannot even do a decent manager offer letter, ten of the letters offered a shift differential in error for managers that were rescinded when they started because they treat the managers at a lower standard (no shift differential) than agents. Imagine leaving your job for a bait and switch offer letter. They did assign two team managers from days to nights due to manager shortages on a temp basis, paid them 300 extra every two weeks while they worked with those that had no incentive.  If you want disrespect from employees and betrayal from an employer, this is the place for you.  Calling this still a start up is laughable.  It is stuck up.

Genpact, is an excellent place to grow skills and develop, IF someone finds time to put something into you. I suggest people work here while looking else where.This company is a BPO which your on a contract for a certain amount of years or the contract can be cut at anytime. At the time they did not have a unified pay system everything was manual, and I believe everything still is manual. Many employees have had inaccurate paychecks, missed paychecks and many other payroll issues. As far as advancement you can only go so far than it is capped. They train people in Lean and some people are truly Lean certified but they tell you can be Lean certified with them which they considered "educational advancement" or an "educational program". But, if you look some of the names up people are not actually certified and those that are, were not certified at Genpact.Some of the job postings are not accurate, and are bots or the company actually asking people to put in reviews and saying they will get a gift card. Benefits start day one, the pay is trumped by that, they do over promise in townhalls about we might get a gym, we are going to get a cafeteria, we are going to get a sick care, or this and a that. But, what they really mean is we are going to give you a version of that. You already get childcare benefits, so why get a sick care. We provide training why give you tuition reimbursement, you have a HSA why get a physical gym. The turner over is high roughly people are there six months I say if your there over six months you are more than likely going to get fired. Which is usually the game plan to cut overhead. Also they have no idea what Workforce Management is. If you do Workforce Management be prepared to be helpdesk.

I learned a lot more about mortgages and refinancing loans then I had known. It was a laid back and fun work place,  when there wasn't much to be done the managers would set up little contests for us to do, we'd have sundae tables, or thyme based puzzles. They tried to make it an enjoyable time as much as they could, since we didn't have many leads to call and was there for eleven hours a day. Trying to keep busy for eleven hours a day with hardly any work to do was the hardest part about the job, those eleven hours seems like double that. The managers being laid back and doing what they could to make the time go by and thinking of things to do while we had no work was great though, instead of them knowing we had no leads and just making us sit at the computer doing nothing all day which is what they could have done and would have made the work day drag on, and in time would have made people in bad moods and not wanting to be there at all. The people we worked with was also a plus, there was no drama allowed, which in my time there I didn't see a problem with it anyways. We all got along and joked around and got to know each other to also help pass the time, and if someone was going threw a hard time, or something was going on in their life that was in need of celebrations like birthdays, marriage, births, etc, the managers and co-workers would all go in on making a special day to recognize what was going on. Our managers were very caring people, which was the first job that I have had where you knew that they cared and understood that we are humans.

From when I was told that I got the job to when I was hired was six weeks. When I interviewed I was told the position was remote, but they called to tell me that changed the position to in office  four days before my start date.

When my group started training we found out that we could not get access to the software required to complete the training curriculum, and we were told that this would be fixed within two days. This problem was not fixed for over a month. I came to work every day for five weeks and was forced to stare at the ceiling for eight hours as our (actually very excellent) instructor tried to teach us what we were supposed to learn in a roundabout way. When we finally did get access, I was just shoved into a new class to cover up the mistakes of the incompetent training manager. 

Now for the best part, the week that I was supposed to go into my new training class I got covid. I was told to quarantine for 5 days without pay and to contact my manager about how to return to office. I tried for two weeks to contact my manager and then human resources to figure out how to come back to work. After finally filing for unemployment I received a call from the training manager (i assume because they got a call from the texas workforce commission) saying that they would contact me soon to let me know when i could start training again. They never did.

Employees are hired in mass batches. Orientation and training was like herds of cattle being shuffled from room to room and sometimes building to building. The company is run by Indians from India so they do not care about the American culture in any way. You literally are nothing but a set of data for them to review and disregard on a whim. It doesn't matter how hard you work, how high you're ranked against everyone else, or how much education and experience you have. It all boils down to how much butt you can kiss or how long you can remain in a kneeling position with your mouth open in order to get promoted or recognized for all that you contribute to this company. The security guards on staff are a joke. They are rarely seen and when they are, they're not securing anything but their phones in their hands. Watch all of your belongings. Nothing, including your vehicle, is safe at Genpact. Most people they've hired are uneducated, ghetto fabulous, ill mannered, foul mouthed beings that respect nothing, including themselves. It never is a dull moment in that place. Valentine Day massacres happen often here, where they fire mass amounts of people at the end of the day. They over promise on everything and under deliver on it as well. Look elsewhere. This is not a good company to work for. They value nothing but themselves. Most management up there is related, either directly or by marriage. So, don't get your hopes up on getting into upper management regardless on your what your resume reflects unless you're willing to marry one of them. I wish I had researched this company better before wasting so much time there, spinning my wheels, for nothing.

Top Job Titles	Average Salary
Customer service representative 1 salary reported	$19.00 per hour
Call center representative 4 salaries reported	$18.48 per hour
Field technician 62 salaries reported	$19.00 per hour
Transaction processing associate 11 salaries reported	$17.55 per hour
Electrical engineer 33 salaries reported	$42.88 per hour

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