Senior Manager

1 month ago

Gurugram, 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.

Inviting applications for the role of [ WFM Senior Manager JD – 4D ]

The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening and weekend availability as business needs arise.

Responsibilities

Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives

·Analyze call volume patterns in Real Time to optimize work shifts, breaks and lunches

·Identify call volume trends and averages on a monthly and quarterly/seasonal basis

·Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals

·Create daily/weekly/monthly reports and undertake intraday reporting & other MI operations

·Facilitates real-time discussions with necessary stakeholders.

·Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.

·Ensures that all reports originating from the department are accurate and reliable

Qualifications we seek in you

Minimum Qualifications / Skills

·Bachelor’s / Master Degree is preferred

·Capacity Planning experience is required

·Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner.

·Must have skills (VBA, Power BI, Advanced Excel)

Preferred Qualifications/ Skills

·Minimum of two years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment required

·Ability to perform forecasting in a contact center environment and schedule to those needs is a must

·Experience with WFM software (Verint /Blue Pumpkin, IEX, eWFM, etc.) that includes real-time adherence preferred.

·Some college or degree is preferred.

·Open to work in 24*7 environment

·Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail

·Ability to work independently with minimal supervision.

·Strong communication skills and ability to influence key decision makers

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