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Workforce Management Specialist

1 week ago

Gurgaon, Haryana, India Genpact Full time

**About Us**

Genpact is a leading global professional services and solutions firm that delivers outcomes that shape the future.

Our team of experts serves and transforms leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

At Genpact, we are driven by our purpose - the relentless pursuit of a world that works better for people - and strive to create lasting value for our clients.


Job Role

The role of Business Analyst/Assistant Manager/Consultant/Senior Consultant, Workforce Management involves building and managing daily, weekly, and monthly schedules for respective lines of business.

This requires strong analytical skills, attention to detail, and prior experience in scheduling.

The candidate will work closely with clients to ensure that schedules are aligned with their needs and provide regular reporting on staffing accuracy, adherence, and absenteeism.


Responsibilities

  • Build Daily/Weekly/Monthly schedules for the respective LOB&rsquos using any of these WFM tools -NICE, VERINT, COMMUNITY etc.
  • Ensure all the Schedules are planned as per Interval wise requirements and agreed SLAs and also provision for the required training/meeting/coaching time.
  • Regular reconciliation of the production HC vs HC Reports and ensure timely corrections.
  • Validate all alignments in the roster.
  • Review schedule plan vs requirements and raise request for shift changes, indents.
  • Implement a process for leave planning and incorporate the same in schedule model/plan.
  • Provide weekly staffing view and SLA adherence to the internal team and Clients.
  • Mange calls with Client for scheduling on a weekly basis.
  • Review and validate schedule adherence and make the required adjustments.
  • Publish reports - Staffing accuracy, adherence, absenteeism drill down/analysis. HC recon and validation


Requirements

The ideal candidate will possess a minimum qualification of any graduate degree.

Strong analytical skills, attention to detail, and prior experience in scheduling are essential.

A good understanding of workforce management tools, such as NICE, Verint, IEX, Aspect eWFM, RTA, Avaya CMS, Amazon Connect, and Live Person, is highly beneficial.

The candidate should have an analytical mindset, be proficient in Excel, and possess good communication and presentation skills.


About Genpact

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.