Assistant Manager : WFM Scheduler

Genpact

5 - 10 years

Noida

Posted: 9/3/2024

Job Description

Responsibilities


•    Manage & Deliver Scheduling & Capacity Planning for WFM Team
•    BSc/B.Tech
•    Build Daily/Weekly/Monthly schedules for the respective LOB’s using WFM tools – Nice, Verint, IEX etc
•    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
•    Review schedule plan vs requirements and raise request for shift changes, indents
•    Implement processes for leave planning and incorporate the same in schedule model/plan
•    Provide weekly staffing view and SLA adherence to the internal team and Clients
•    Build Capacity plan on Monthly basis & scheduling on weekly basis and manage calls with client
•    Review and validate schedule adherence and make the required adjustments
•    Publish reports – Staffing accuracy, adherence, absenteeism drill down/analysis. HC recon and validation

Minimum Qualifications / Skills
•    B.Sc with relevant years of working experience as a Real time analyst for an Inbound Process
•    Should have taken calls/chats in a Call center

Preferred Qualifications/ Skills
•    B.Sc/B.Tech with Knowledge of a WFM tools like Nice, Verint, Live Person etc. Similar/equivalent tools - IEX / Aspect e-WFM, Avaya CMS
•    Basic use of Excel and reporting skills


About Company

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

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