Assistant Manager

2 months ago


Hyderabad, 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 Assistant Manager, Work Force Management (WFM)

Responsibilities
• Recommend staffing changes to match the call demand & coordinate with the WFM resource daily to ensure adequate staffing is maintained.
• Participate in periodic meetings with Operations & the Client
• Slicing and dicing of data at a market/process level drilling down to team/agent level to provide required insights
• Provide insights on existing data to internal/external stakeholders
• Identifying the market/process/queue by team/agent wise volume variations and alerting the respective stakeholders proactively
• All the observations should be reported to WFM to help to change the staffing plans/roster accordingly and send the alerts on SLA misses proactively, if any.
Qualifications we seek in you
Minimum qualifications
• Any graduate degree or equivalent with a strong academic record 
• Excellent Communication Skills 
• Should have a good working knowledge of using Excel
• Good at excel functions like pivots, power pivots, trend graphs, bar graphs, VBA macros, bridge plans, etc

Preferred qualifications 
• Innovative and able to influence others
• Contact Centre Workforce Management experience



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