Consultant - WFM
Consultant - WFM
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Job Description
Ready to build the future with AI
At Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.
If you thrive in a fast-moving innovation-driven environment love building and deploying cutting-edge AI solutions and want to push the boundaries of whats possible this is your moment.
Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.
Inviting applications for the role of Process Developer/Business Analyst/Consultant/Sr. Consultant/Manager WFM- Real Time Analyst
Genpact is searching for dynamic open-minded mature individuals to support their workforce management operations.
Responsibilities
Monitor real-time queue status and agent schedule adherence
Monitor record and escalate real-time schedule adherence impacts; including tardiness absenteeism and other schedule deviations
Manage break schedules optimize breaks as per requirement
Conduct root cause analysis of SLA deviations action plan development and resolution
Input daily exception request then update schedules
Responsible for capturing and publishing all operational metrics related to WFM (Productivity Efficiency and SLAs)
Maintain and track accurate records of PTO accruals attendance and time off usage
Team management
Advanced proficiency with Microsoft Excel including VBA
Knowledge/Experience in Tableau will be an added advantage
Knowledge/Experience in Sql queries will be an added advantage
Very good communication skills; must be able to discuss the requirements effectively with client teams internal team members
Excellent business acumen; should be able to effectively translate the business requirements into deliverables
Qualifications we seek in you
Minimum qualifications:
Graduate in any field
Prior experience in intraday management
Good knowledge of WFM tools like Verint / IEX / Aspect eWFM RTA Avaya CMS etc.) knowledge of other tools Amazon Connect Verint Chat monitoring tools (Ex Live Person etc.) Avaya CMS & RTA/Intra-day will be beneficial
Analytical mindset to solve problems
In-depth understanding of the various call center metrics and their relationship with each other
Should be extremely proficient with Excel
Experience of 1-5 years of working as an intraday analyst for an Inbound Process
Preferred Qualifications/ Skills:
1) Knowledge of a WFM tools like Verint / Amazon Connect Live Person etc. Similar/equivalent tools - IEX / Aspect eWFM RTA Avaya CMS etc.
2) Hands-on on Excel and reporting skills
Why join Genpact
Lead AI-first transformation Build and scale AI solutions that redefine industries
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills
Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace
Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.
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.
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:
Contract
Employment Type
Full-Time
