Senior Manager

1 month ago

Bengaluru, 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/Sr. Manager – Volume Forecasting, Retirement / Wealth Management services

In this role, the shortlisted candidate will be responsible to forecasting volume for call center(call, email & chat) and back office work items in the wealth & retirement domain.

·Responsibilities

Collecting and analyzing historical call center data to identify patterns, trends, and seasonality in volumes. Developing and maintaining forecasting models and algorithms to predict future call volumes based on historical data, business trends, and external factors. Collaborating with operations, workforce management, and scheduling teams to gather relevant data and insights for forecasting purposes. Monitoring and assessing market conditions, marketing campaigns, and product launches that may impact call center volumes. Generating regular reports and presentations to communicate forecasted call volumes and staffing requirements to stakeholders. Collaborating with workforce management to ensure appropriate staffing levels, schedules, and skill sets to meet forecasted call volumes. Continuously evaluating and refining forecasting models and methodologies to improve accuracy and efficiency. Coordinating with other departments (such as sales, marketing, and product) to understand upcoming initiatives and their potential impact on call volumes. Analyzing and reporting on forecast accuracy and performance metrics, identifying areas for improvement and making recommendations. Staying updated with the latest call center technologies, tools, and industry practices to enhance forecasting capabilities.

Qualifications

Minimum qualifications

·Bachelor's degree in mathematics, statistics, or a related quantitative field. Relevant experience may be considered in lieu of a degree.

·Proven experience in call volume forecasting and workforce management, preferably in a call center environment.

·Strong analytical and mathematical skills, with the ability to analyze complex data and identify trends and patterns.

·Proficiency in using forecasting software and tools, such as Excel, statistical modeling software, or workforce management systems.

·Excellent communication skills, with the ability to present complex data and concepts in a clear and concise manner.

Preferred qualifications we seek in you

·Knowledge of retirement plans, 401k regulations, and the financial services industry is a plus.

Preferred skills:

1.Detail-oriented with strong organizational and time management skills.

2.Ability to work independently and collaboratively in a fast-paced, dynamic environment.

3.Demonstrated problem-solving abilities and the ability to make data-driven decisions.

4.Flexibility to adapt to changing business needs and priorities.

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