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Assistant Manager - Work Force Management

Posted: 2019-08-07

Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
Role
Customer Service Executive (Voice)
Posted On
7th Aug 2019
Job Ref code
BFS009284
Job Description
Job Description :

The Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening and weekend availability as business needs arise.
Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives
Analyze call volume patterns in Real Time to optimize work shifts, breaks and lunches
Identify call volume trends and averages on a monthly and quarterly/seasonal basis
Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
Create daily/weekly/monthly reports and undertake intraday reporting & other MI operations
Facilitates real-time discussions with necessary stakeholders.
Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.
Ensures that all reports originating from the department are accurate and reliable.
Ability to operate in a 24/7 environment
Qualifications
Minimum qualifications


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. For more information, visit (https://www.youtube.com/user/GenpactLtd) .

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