Manager - Work Force Managment (WFM)-HIG019728

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

We are inviting applications for the role of Manager, Work Force Management (WFM)

Responsibilities

• Will act as a liaison between the GCC and Site WFM teams.
• Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis
• Administration of communication to and from Operations and other support departments
• Collection and analysis and reporting of historical center/agent performance statistics
• Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting
• Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
• Oversee short-term workload forecasting and scheduling philosophy of schedule assignments
• Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time
• Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
• Problem Solving: Should be tactical and be able to solve day to day operational challenges and should be able to understand delivery metrics
• Manage WFM personnel on site and remote.
• Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed.
  
  

Qualifications we seek in you!

Minimum Qualifications

• Any Graduate (PG added advantage)
• Advanced knowledge of MS products, particularly Excel
• Analytical – Able to analyze data and draw insights
• Knowledge of Contact Centre methodologies and operational principles
• Excellent communication skills
• High level of accuracy and attention to detail
  
  

Preferred Qualifications

• Innovative and able to influence others
• Contact Centre Workforce Management experience
• Contact Centre tools: IEX, Avaya, Erlang, etc.
  
  

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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube. 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.

Job

Manager

Primary Location

India-Hyderabad

Schedule

Full-time

Education Level

Bachelor's / Graduation / Equivalent

Job Posting

Nov 12, 2024, 1:18:01 PM

Unposting Date

Ongoing

Master Skills List

Operations

Job Category

Full Time