Assistant Manager - Work Force Management (WFM)
Assistant Manager - Work Force Management (WFM)
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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 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
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.
Required Experience:
Manager
Employment Type
Full-Time
