Management Trainee - WFM Manager

Management Trainee - WFM Manager

Genpact
Not Specified
Not Specified

Job Description



With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world&rsquos biggest brands&mdashand we have fun doing it. Now, we&rsquore calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

Are you the one we are looking for

Inviting applications for the role of Manager, Workforce Management

Genpact is searching for dynamic, open-minded, mature individuals to support their contact center operations as Real time Analyst for the positions in our Richardson, Texas office, offering long term stability in this permanent placement role.
Responsibilities
The candidate will be responsible for the following:

. Build Daily/Weekly/Monthly schedules for the respective LOB&rsquos using WFM tools - Verint, community etc.

. Manage team of RTAs and schedulers

. The Schedules are planned to ensure the Interval wise requirements are met and all SLA and also provision for the required training/meeting/coaching time

. Regular reconciliation of the production HC vs HC Reports. have the required corrections done

. Review schedule plan vs requirements and raise request for shift changes, indents

. Implement a process for leave planning and incorporate the same in schedule model/plan

. Provide weekly staffing view and SLA adherence to the internal team and Clients

. Mange calls with Client for scheduling on a weekly basis.

. Review and validate schedule adherence and make the required adjustments

. Publish reports - Staffing accuracy, adherence, absenteeism drill down/analysis. HC recon and validation
Qualifications we seek in you!

Minimum qualifications

. Experience working as a Real time analyst for an Inbound Process

. Team handling experience

. Should have taken calls/chats in a Call center rs

. Knowledge of a WFM tools like Verint / Amazon Connect, Live Person etc. Similar/equivalent tools - IEX / Aspect eWFM, RTA, Avaya CMS etc.

. Basic use of Excel and reporting skills
Preferred qualifications

. Good analytical skills & attention to detail

. Prior experience in scheduling

. 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 and build staffing models.

. In-depth understanding of the various call center metrics and their relationship with each other

. Should be extremely proficient with Excel

. Should have excellent client handling skills
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 www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.

About Genpact

Job Source : genpact.taleo.net

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