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Manager

Genpact

5 - 10 years

Gurugram

Posted: 3/5/2025

Job Description

Responsibilities

  1. Monitor real-time queue status and agent schedule adherence

  1. Monitor, record, and escalate real-time schedule adherence impacts; including tardiness, absenteeism, and other schedule deviations

  1. Manage break schedules, optimize breaks as per requirement

  1. Conduct root cause analysis of SLA deviations, action plan development and resolution

  1. Input daily exception request then update schedules

  1. Responsible for capturing and publishing all operational metrics related to WFM (Productivity, Efficiency and SLAs)

  1. Maintain and track accurate records of PTO accruals, attendance, and time off usage

  1. Team management

  1. Advanced proficiency with Microsoft Excel, including VBA

  1. Knowledge/Experience in Tableau will be an added advantage

  1. Knowledge/Experience in Sql queries will be an added advantage

  1. Very good communication skills; must be able to discuss the requirements effectively with cli

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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