Senior Manager

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 Sr. Manager, WFM Contact Center & Back office The Call Center Workforce Manager will manage the operational activities & transformation initiatives which includes the forecasting, scheduling, and ensuring staffing levels are sufficient to meet service and productivity goals. The Contact Center Workforce Manager leads a centralized workforce management staff responsible for support operational functions that include forecasting, scheduling, and management of intra-day performance and service for a multi-site, multi-skilled 24 x 7 Contact Center operations. The workforce consists of agent groups responsible for handling front and back-office operations, including inbound and outbound communications via phone, chat, and back office.  Implements best practices in workforce management to ensure consistent procedures and data-driven, timely decisions. Workforce Management activities are performed to maximize efficiency while meeting requirements for the organization’s vision, mission and customer strategies. Knowledgeable of emerging industry trends. Responsibilities• Leads the Contact Center planning and staffing process. Analyzes hours delivery model and plan for future staffing needs. Ensures contact center and staffing models include accurate, updated information. Captures, stores, and reports on historical statistics (service level, production hours delivery, forecast accuracy, etc.) and provides root-cause analysis and business impact analysis for all performance variances.  • Reports the workload trends and staffing requirements to management and executive leadership teams on a weekly basis. Utilizes workforce management software– both short and long-term – and determine staffing requirements.  • Communicates necessary adjustments to workforce requirements based on dynamic forecasts, re-forecasts when necessary.• Accountable for timely delivery of agent schedules developed by Workforce Analysts. Oversees proactive scheduling of discretionary activities such as training, meetings, and overtime. Ensures schedules make effective use of resources while meeting service objectives and scheduling accuracy goals.• Oversees the team & maintains the Verint Workforce Management (WFM) Platform utilized for scheduling, tracking, monitoring and reporting the daily/monthly hours delivery.• Works in partnership with recruitment team to coordinate the hiring new employees – opening indents based on future needs and co-ordinate with recruitment team to ensure timely delivery of new hires • Review, maintain and publish account billing, accruals and invoicing, including coordinating with customers to ensure invoice are released within time and accurately • Will also be responsible to lead a team of BI & WFM Analysts. Should be proficient in call center reporting and provide mentorship and guidance to the team to ensure timely reporting of call center reports and dashboard. Qualifications we seek in youMinimum qualifications• Bachelor’s Degree with Contact Center Workforce Management experience. Experience as Workforce Analyst and WFM Supervisory/Management experience.• Understanding of Call Center technology to include WFM solutions, IVR’s, ACD’s, ACD reporting, and contact routing strategies.• Self-motivated and must excel in a minimally managed, high-profile position. Ability to work independently with efficient time management skills, adapt to changing priorities, meet deadlines and work well under pressure.• Advanced mathematical skills, knowledge of and ability to calculate statistics. Strong analytical and problem-solving skills, with the ability to define problems, collect data, establish facts and draw valid conclusions. Strong attention to detail• Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from groups of managers, senior leadership, and executive levels.• Skill in establishing and maintaining effective working relationships.• Ability to lead, coach, and develop staff. Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority• Ability to manage multiple programs/projects simultaneously. Experience handling multiple tasks simultaneously in a fast-paced environment as an individual contributor or team member• Proficient in MS Word, MS Excel, MS PowerPoint Preferred qualifications• Extensive experience in using workforce management software solutions, preferably Verint.• Extensive experience with forecasting, capacity planning and statistical analysis.