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Are you the one we are looking for
Inviting applications for the role of Process Developer- WFM (Work Force Management)!
The Workforce Planner prepares and produces work volume and staffing forecast dashboards, as well as comparative data on results vs. forecasts, identifies opportunities for improvement and recommends solutions. This position provides workforce management scheduling and load balancing requirements for work peaks and valleys. The Workforce Planner adjust and recommendations for optimizing scheduling to maximize service and quality.
Solid understanding of WFM fundamentals. Proven experience in the design, development and implementation of strategic workforce planning with a very strong focus and ability to execute in a diverse/matrixed organizational environment
. This position is responsible for establishing procedures and processes for the location associated with staffing, scheduling, forecasting and planning.
. Responsible for design and implementation of scheduling and capacity planning to support contact center locations.
. Build, develop and lead Resource Planning into a highly responsive team that meets the required standards and deliver on critical staff planning activities:
. Planning for the day (volume forecasting, staff scheduling),
. Planning for the Week (making scheduling adjustments including OT plans)
. Forecasting for the month and measuring results.
. Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and for cross-functional partners.
. Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly, daily, and monthly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns.
. Analyze volume drivers by source, handle time, root cause to effectively identify event avoidance and contact reduction opportunities.
. Utilize forecasting/staffing information to properly support the contact center Operations in terms of seat capacity, work locations, workstations, hardware, etc.
. Regularly review team procedures and process flows to ensure that they meet guidelines.
. Ensures adherence with all key performance indicators for assigned lines of business (including, but not limited to
. Review weekly staff plan with recruiting, operations, finance and executive leadership
. Attends daily, weekly and monthly staff and operational meetings as requested.
. Research and recommend process improvement solutions, ensure efficiency and currency of the established procedures to achieve optimum performance levels for the contact center operations.
. Provide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures.
. Partner with various business verticals to enhance WFM support in newer and unexplored disciplines
. Propose, Plan and Implement new WFM capabilities and initiatives with Executive Leadership.
. Define and communicate Governance Structure, objectives and operational guiding principles.
. Should aim at reducing costs, improve service levels, optimize customer satisfaction
. Highly developed interpersonal skills with the ability to establish and maintain positive working relationships with stakeholders and clients at all levels including people of different cultures.
Qualifications we seek in you!
. Any Graduate
. Relevant experience required in Workforce Management with experience in real time service level
. Advanced user of MS Excel and working experience in other Windows based programs (Word, PowerPoint, etc.). Working knowledge of MS Project preferred.
. Ability to organize/analyze data in a structured manner using the information to build automated tools to access the data on a periodic basis.
. Relevant experience with WFM software (Verint /Blue Pumpkin, IEX, eWFM, etc.) preferred.
. Drive for Results: must possess the ability to work under pressure, meet deadlines and be
accountable for performance.
. Time Management: must be able to multi-task, be detail oriented and demonstrate strong organizational 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.