Management Trainee
Genpact
0 - 3 years
nan
Posted: 3/5/2025
Job Description
Responsibilities
Manage front-end of WFM in real-time queue performance management pro-actively delivering updates that impact service delivery
Monitor real-time adherence and communicate staffing discrepancies to stakeholders
Communicate and maintain a record of system, voice, and telecom issues to the department
Works with the team for the intraday reports and staffing
Real-time adherence, monitoring and communications
Analyze inbound call pattern and trends, and provides logical action to align staff as necessary
Maintain a strong relationships with the Operations leads and managers, to improve overall understanding and awareness of daily/weekly business impacts
Provide Operations the feedback, huddle timings, training schedules, and other off-the-phone activities
Produces and analyzes daily efficiency reports
Publish reports required by stakeholders
Attends centralized or site management meeting, as required
Supports process improvements, Lean/Six Sigma projects
Other assigned tasks as required by the business
Knowledge on collections is an advantage
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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