Manager - Work Force Managment (WFM)

Genpact

5 - 10 years

Hyderabad

Posted: 20/11/2024

Job Description

Responsibilities

Will act as a liaison between the GCC and Site WFM teams.
Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis
Administration of communication to and from Operations and other support departments
Collection and analysis and reporting of historical center/agent performance statistics
Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting
Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
Oversee short-term workload forecasting and scheduling philosophy of schedule assignments
Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time
Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
Problem Solving: Should be tactical and be able to solve day to day operational challenges and should be able to understand delivery metrics
Manage WFM personnel on site and remote.
Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed.

Minimum Qualifications

Any Graduate (PG added advantage)
Advanced knowledge of MS products, particularly Excel
Analytical Able to analyze data and draw insights
Knowledge of Contact Centre methodologies and operational principles
Excellent communication skills
High level of accuracy and attention to detail

Preferred Qualifications

Innovative and able to influence others
Contact Centre Workforce Management experience
Contact Centre tools: IEX, Avaya, Erlang, etc.

About Company

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