Process Developer - Workforce Management (WFM or MIS)
Process Developer - Workforce Management (WFM or MIS)
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Job Description
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125000 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 Process Developer Workforce Management
In this role you will be a part of the core sourcing team and drive different channels for timely delivery. Need to understand every requirement from business as it comes in and drive sourcing in the right direction
Responsibilities :
Monitors and manages activities to support service level agreements for Philippines
Monitors realtime agent schedule adherence
Monitors attendance
Develops and maintains scheduling information.
Scheduling rescheduling and optimization of meetings coaching and other activities
Optimizes breaks the day of or day before the actual schedule
Conducts root cause analysis of SLA deviations action plan development and resolution
Produces and analyzes daily efficiency reports
Publish reports required by stakeholders
Attends centralized or site management meeting as required
Supports process improvements Lean/Six Sigma projects
Other assigned tasks as required by the business
Qualifications we seek in you!
Minimum qualifications
Any Graduate
Extensive knowledge on Excel/Spreadsheet
Excellent Contact Center experience
Looker Studio Basic Power BI Knowledge
Good on Aptitude Skill
Preferred qualifications
Good people connect with outstanding PR skills
Ability to drive compliance & process adherence
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. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation. Get to know us at and on X Facebook LinkedIn and YouTube. Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training.
Employment Type
Full-Time
