Consultant
Genpact
5 - 10 years
Gurugram
Posted: 3/5/2025
Job Description
Responsibilities
The candidate will be responsible for the following:
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Build Daily/Weekly/Monthly schedules for the respective LOBs using any of these WFM tools NICE, VERINT, COMMUNITY etc.
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Ensure all the Schedules are planned as per Interval wise requirements and agreed SLAs and also provision for the required training/meeting/coaching time.
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Regular reconciliation of the production HC vs HC Reports and ensure timely corrections.
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Validate all alignments in the roster
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Review schedule plan vs requirements and raise request for shift changes, indents
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Implement a process for leave planning and incorporate the same in schedule model/plan
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Provide weekly staffing view and SLA adherence to the internal team and Clients
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Mange calls with Client for scheduling on a weekly basis.
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Review and validate schedule adherence and make the required adjustments
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Publish reports Staffing accuracy, adherence, absenteeism drill down/analysis. HC recon and validation
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.About Company
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