Assistant Manager - Work Force Management (WFM)

Genpact

5 - 10 years

Hyderabad

Posted: 29/11/2024

Job Description

Responsibilities

Recommend staffing changes to match the call demand & coordinate with the WFM resource daily to ensure adequate staffing is maintained.
Participate in periodic meetings with Operations & the Client
Slicing and dicing of data at a market/process level drilling down to team/agent level to provide required insights
Provide insights on existing data to internal/external stakeholders
Identifying the market/process/queue by team/agent wise volume variations and alerting the respective stakeholders proactively
All the observations should be reported to WFM to help to change the staffing plans/roster accordingly and send the alerts on SLA misses proactively, if any.

Minimum Qualifications

Any graduate degree or equivalent with a strong academic record
Excellent Communication Skills
Should have a good working knowledge of using Excel
Good at excel functions like pivots, power pivots, trend graphs, bar graphs, VBA macros, bridge plans, etc

Preferred Qualifications

Innovative and able to influence others
Contact Centre Workforce Management experience

About Company

Genpact is a global professional services firm delivering digital transformation by putting digital and data to work to create competitive advantage.