Manager - WFM

2 months ago

hyderabad, India Genpact Full time

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, WFM 
You’re responsible to operate a MIS and Reporting team which will support the data and information requirements of Operations across multiple sites and geographies. You will need to manage reporting/ MIS resources who will be located out of multiple locations. You will be expected to constantly challenge the current level of reports delivery and bring in innovations in reporting to generate insights using the latest tools and technologies available. 
Provide leadership and guidance to your team members and continue to identify and recruit talent to build a robust team. Lead transformation initiatives in the Reporting and MIS domain. Present point of view on operational metrics (performance and productivity) based on reports and dashboards being generated. Support Sr. Leadership and Finance teams on project financials. 
Responsibilities
• Recommend staffing changes to match the call demand & co-ordinate with the WFM resource daily to ensure adequate staffing is maintained.
• Participate in periodic meetings with Operations & the Client
• Slicing and dicing of data at a market/process level drilling down to team/agent level to provide required insights.
• Extremely good at excel functions like pivots, power pivots, trend graphs, bar graphs, VBA macros, bridge plans etc.,
• Providing insights on existing data to internal/external stakeholders
• Identifying the market/process/queue by team/agent wise volume variations and alerting the respective stake holders proactively
• All the observations should be reported to WFM to help changing the staffing plans/roster accordingly and send the alerts on SLA misses proactively, if any
Qualifications we seek in you
Minimum qualifications
• Any graduate degree or equivalent with a strong academic record
• Relevant work experience in MIS/Reporting
• Excellent Communication Skills
• Proficiency with MS Excel, specifically pivot tables, vLookups and PowerPoint required.
Preferred qualifications 
• Ms Excel
• Power BI
• XML/HTML Knowledge
• Content Writing
• Communication Skills
• SQL Database, Access Automation
• Presentation Skills
• Lean/Six Sigma Certified
• Data Science

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