Assistant Manager
Genpact
5 - 10 years
nan
Posted: 3/5/2025
Job Description
Responsibilities
Manages a team of 3-5 RTAs
Monitors and manages activities to support service level agreements for Philippines
Maintains regular connect with clients and stakeholders
Monitors real-time agent schedule adherence
Monitors attendance
Optimizes 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
Administers entitlement planning and scheduling recommendations to client partners
Produces and analyzes daily efficiency reports
Publish reports required by stakeholders
Attends centralized or site management meeting, as required
Other assigned tasks as required by the business
Knowledge on collections is an advantage
Forecast required Head Count for incoming business (Staffing requirement and forecasting)
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
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