Process Optimization Specialist
7 days ago
At Genpact, we are seeking a skilled Process Optimization Specialist to join our team. As a key member of our workforce management team, you will play a critical role in driving timely delivery and ensuring service level agreements are met.
Responsibilities:
- Monitor and manage activities to support service level agreements for Philippines
- Monitor real-time agent schedule adherence
- Monitor attendance
- Develop and maintain scheduling information
- Scheduling, re-scheduling and optimization of meetings, coaching and other activities
- Optimize breaks the day of or day before the actual schedule
- Conduct root cause analysis of SLA deviations, action plan development and resolution
- Produce and analyze daily efficiency reports
- Publish reports required by stakeholders
- Attend centralized or site management meeting, as required
- Support process improvements, Lean/Six Sigma projects
Qualifications:
- Any Graduate
- Extensive knowledge on Excel/Spreadsheet
- Excellent Contact Center experience
- Looker Studio, Basic Power BI Knowledge
- Good on Aptitude Skill
We are looking for a candidate with excellent communication skills and the ability to drive compliance and process adherence.
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