Workforce Manager

3 weeks ago

Gurgaon, Haryana, India Genpact India Private Limited Delhi Full time

WFM- Operations Manager

Function:Workforce Management

With a startup spirit and 125,000 + curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we're calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Inviting applications for the role of Operations Manager

Genpact is searching for dynamic, open-minded, mature individuals to support their workforce management operations.

Responsibilities

Optimization: Continuously looking for ways to improve processes and tools to enhance workforce efficiency and effectiveness.

Compliance and Risk Management: Ensuring all labor practices comply with local labor laws, company policies, and regulatory requirements. Managing risks related to workforce operations.

Client Management: Managing relationships with stakeholders and ensuring that the team meets the organization's standards.

Employee Development: Training and developing staff on workforce management tools, best practices, and new processes.

Strategic Planning: Working with senior management to align workforce strategy with overall business goals. Providing insights and recommendations for long-term planning.

Budget Management: Managing the budget for workforce tools, training, and other related expenses.

Collaboration: Partnering with HR, operations, and other departments to ensure alignment on workforce strategies and goals.

Problem-Solving: Quickly addressing and resolving any workforce-related issues to ensure smooth operations.

Qualifications we seek in you

Minimum Qualifications / Skills

Graduate in any field

  • Robust experience in workforce management
  • Good knowledge of WFM tools –like Verint / IEX / Aspect eWFM, RTA, Avaya CMS etc.) knowledge of other tools Amazon Connect, Verint, Chat monitoring tools (Ex, Live Person etc.) Avaya CMS & RTA/Intra-day
  • Analytical mindset to solve problems and build staffing models.
  • In-depth understanding of the various call center metrics and their relationship with each other
  • Should be extremely proficient with Excel
  • Should have excellent client handling skills
  • Should possess excellent communication skills
  • Strong team management skills
  • Experience of 9-12 years of working in contact center and workforce management processes

Preferred Qualifications/ Skills

Knowledge of a WFM tools like Verint / Amazon Connect, Live Person etc. Similar/equivalent tools - IEX / Aspect eWFM, RTA, Avaya CMS etc.

Proficient in Excel and reporting skills

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. For more information, visit www.genpact.com . Follow us on Twitter, Facebook, , 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.

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