MT WFM Lead (Data Visualization with Insight Generation)

Hyderabad - India

Monthly Salary: Not Disclosed

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

Ready to shape the future of work
At Genpact we dont just adapt to changewe drive it. 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 tech-driven environment love solving real-world problems and want to be part of a team thats shaping the future 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 Management Trainee WFM Team Lead Trust & Safety!
English Language Proficiency
In this role you will be the bridge between the high-level strategy and the front-line execution
Responsibilities

Understands capacity management & assigns resources basis demand
Partner with Scheduler for optimum rosters
Efficient HC tracking with all required cuts as required by business
Outage management liaison with internal stakeholders & external vendors
Ensuring all necessary & relevant efficiency parameters are within target
Have effective discussions with stakeholders & manage escalations (wherever required)
Manage ad-hoc requirements from Ops & any other functions
Discuss daily / weekly performance with stakeholders
Overall Understanding of the Workforce Management
People management review & development for his / her immediate team
Understands and has knowledge of key Contact Centre metrics such as shrinkage AHT Occupancy
schedule adherence etc
Analyze situations identifies the gaps quickly and take necessary steps to avoid impact on Service
Levels
Ability to maintain high confidentiality with sensitive information data and display integrity.
Ensure that customer is the focus (internal and external) of all actions and decision taken
Ensure delivery of all promises and commitments made to the customers /stakeholders
Translate and summarize analytical data findings into actionable recommendations
Communicate effectively both verbally and in writing with stakeholders & across levels

Qualifications we seek in you!
Minimum Qualifications
Any Graduate
Strong understanding of social media products and services
Excellent customer service skills including the ability to communicate effectively and empathize with customers.
Ability to work independently and as part of a team.
Strong problem-solving and analytical skills
Ability to prioritize and manage multiple tasks simultaneously.
Excellent written and verbal communication skills
Preferred Qualifications/ Skills
Overall Understanding of the Workforce Management
Ensure delivery of all promises and commitments made to the customers /stakeholders
Translate and summarize analytical data findings into actionable recommendations
Communicate effectively both verbally and in writing with stakeholders & across levels

Why join Genpact
Be a transformation leader Work at the cutting edge of AI automation and digital innovation
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your career Get hands-on experience mentorship and continuous learning opportunities
Work with the best Join 140000 bold thinkers and problem-solvers who push boundaries every day
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 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.