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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