Process Developer- WFM

Process Developer- WFM

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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's biggest brands-and we have fun doing it. Now, we're calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Inviting applications for the role of Process Developer - Workforce Management!
This is a full time role and would involve balancing various tasks like the following (indicative - but not limited to:
. Monitors and lead activities to support service level agreements
. Monitors real-time agent schedule alignment
. Optimize breaks the day of or day before the actual schedule
. Conducts root cause analysis of SLA deviations, action plan development and resolution
. Inputs daily exception request then updates schedules
. Coordinates entitlement planning and scheduling
. Produces and analyzes efficiency reports
. Attends centralized or site management meeting, as required
. Support process improvements, Lean/Six Sigma projects
. Other assigned tasks as required by the business
. Previous experience in workforce management - real-time and floor management, crafting workforce SOPs, and SLA management is an advantage
. Comfortable to have discussions with operations
. Intermediate, computer skills with the ability to navigate multiple windows applications and use searching tools to find information
Minimum qualifications
. Any Graduate
. Good interpersonal skills
. Excellent attendance record
. Excellent analytical skills
. Able to work with minimal supervision
Preferred qualifications
. Experience in Forecasting/Capacity Planning in a BPO Voice environment
. Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to prioritize/analyze data in a structured manner.
. Experience with WFM software (Verint /Blue Pumpkin, IEX, eWFM, etc.) that includes real-time consistency preferred
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 Follow us on Twitter, Facebook, LinkedIn, and YouTube.

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