Manager-Workforce Management II Gurugram

2 days ago

Gurgaon, Haryana, India Genpact Full time ₹ 8,00,000 - ₹ 12,00,000 per year

We are inviting applications for the role of Manager, Work Force Management (WFM)

Location-Gurugram

Responsibilities


•       Will act as a liaison between the GCC and Site WFM teams.


•       Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis


•       Administration of communication to and from Operations and other support departments


•       Collection and analysis and reporting of historical center/agent performance statistics


•       Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting


•       Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources


•       Oversee short-term workload forecasting and scheduling philosophy of schedule assignments


•       Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time


•       Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements


•       Problem Solving: Should be tactical and be able to solve day to day operational challenges and should be able to understand delivery metrics


•       Manage WFM personnel on site and remote.


•       Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed.

Qualifications we seek in you

Minimum qualifications


•       Any Graduate (PG added advantage)


•       Advanced knowledge of MS products, particularly Excel


•       Analytical Able to analyze data and draw insights


•       Knowledge of Contact Centre methodologies and operational principles


•       Excellent communication skills


•       High level of accuracy and attention to detail

Preferred qualifications


•       Innovative and able to influence others


•       Contact Centre Workforce Management experience


•       Contact Centre tools: IEX, Avaya, Erlang, etc.

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