Senior Manager
Senior Manager
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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 Sr. Manager WFM Contact Center & Back office
The Call Center Workforce Manager will manage the operational activities & transformation initiatives which includes the forecasting scheduling and ensuring staffing levels are sufficient to meet service and productivity goals.
The Contact Center Workforce Manager leads a centralized workforce management staff responsible for support operational functions that include forecasting scheduling and management of intra-day performance and service for a multi-site multi-skilled 24 x 7 Contact Center operations. The workforce consists of agent groups responsible for handling front and back-office operations including inbound and outbound communications via phone chat and back office.
Implements best practices in workforce management to ensure consistent procedures and data-driven timely decisions. Workforce Management activities are performed to maximize efficiency while meeting requirements for the organizations vision mission and customer strategies. Knowledgeable of emerging industry trends.
Responsibilities
Leads the Contact Center planning and staffing process. Analyzes hours delivery model and plan for future staffing needs. Ensures contact center and staffing models include accurate updated information. Captures stores and reports on historical statistics (service level production hours delivery forecast accuracy etc.) and provides root-cause analysis and business impact analysis for all performance variances.
Reports the workload trends and staffing requirements to management and executive leadership teams on a weekly basis. Utilizes workforce management software both short and long-term and determine staffing requirements.
Communicates necessary adjustments to workforce requirements based on dynamic forecasts re-forecasts when necessary.
Accountable for timely delivery of agent schedules developed by Workforce Analysts. Oversees proactive scheduling of discretionary activities such as training meetings and overtime. Ensures schedules make effective use of resources while meeting service objectives and scheduling accuracy goals.
Oversees the team & maintains the Verint Workforce Management (WFM) Platform utilized for scheduling tracking monitoring and reporting the daily/monthly hours delivery.
Works in partnership with recruitment team to coordinate the hiring new employees opening indents based on future needs and co-ordinate with recruitment team to ensure timely delivery of new hires
Review maintain and publish account billing accruals and invoicing including coordinating with customers to ensure invoice are released within time and accurately
Will also be responsible to lead a team of BI & WFM Analysts. Should be proficient in call center reporting and provide mentorship and guidance to the team to ensure timely reporting of call center reports and dashboard.
Qualifications we seek in you!
Minimum qualifications
Bachelors Degree with Contact Center Workforce Management experience. Experience as Workforce Analyst and WFM Supervisory/Management experience.
Understanding of Call Center technology to include WFM solutions IVRs ACDs ACD reporting and contact routing strategies.
Self-motivated and must excel in a minimally managed high-profile position. Ability to work independently with efficient time management skills adapt to changing priorities meet deadlines and work well under pressure.
Advanced mathematical skills knowledge of and ability to calculate statistics. Strong analytical and problem-solving skills with the ability to define problems collect data establish facts and draw valid conclusions. Strong attention to detail
Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel within the organization including presenting information and responding to questions from groups of managers senior leadership and executive levels.
Skill in establishing and maintaining effective working relationships.
Ability to lead coach and develop staff. Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority
Ability to manage multiple programs/projects simultaneously. Experience handling multiple tasks simultaneously in a fast-paced environment as an individual contributor or team member
Proficient in MS Word MS Excel MS PowerPoint
Preferred qualifications
Extensive experience in using workforce management software solutions preferably Verint.
Extensive experience with forecasting capacity planning and statistical analysis.
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 diversity and inclusion 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:
Senior Manager
Employment Type
Full-Time
