Manager - Work Force Managment (WFM)
Manager - Work Force Managment (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 Manager Work Force Management (WFM)
Responsibilities
Will act as a liaison between the GCC and Site WFM teams.
Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis
Administration of communication to and from Operations and other support departments
Collection and analysis and reporting of historical center/agent performance statistics
Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting
Work with Human Resources Recruiting and Training to coordinate the hiring and training of new employee resources
Oversee short-term workload forecasting and scheduling philosophy of schedule assignments
Oversee proactive scheduling of discretionary activities such as training meetings overtime and under time
Oversee intraday management of scheduling procedures analysis of real time workload requirements and call routing to manage performance to service level requirements
Problem Solving: Should be tactical and be able to solve day to day operational challenges and should be able to understand delivery metrics
Manage WFM personnel on site and remote.
Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed.
Qualifications we seek in you!
Minimum qualifications
Any Graduate (PG added advantage)
Advanced knowledge of MS products particularly Excel
Analytical Able to analyze data and draw insights
Knowledge of Contact Centre methodologies and operational principles
Excellent communication skills
High level of accuracy and attention to detail
Preferred qualifications
Innovative and able to influence others
Contact Centre Workforce Management experience
Contact Centre tools: IEX Avaya Erlang etc.
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
