Senior Associate - WFM
Genpact
5 - 10 years
Pune
Posted: 3/5/2025
Job Description
Responsibilities
:Managing the volume, queues, AHT, attendance and break schedules
Work closely with the operations team to analyze and help improve their delivery processes
Assisting in improving the performance to Ops leadership by providing detailed real time analysis on metrics
Produce hourly, daily, weekly and monthly reports
Communicating and coordinating with Ops leads and client daily
Ensure workforce planning and attainment
Preparing and provide insights for customers and client
Supporting delivery of SLs and Staffing targets for the site
Participates in weekly/daily review calls
Monitor real-time agent schedule adherence
Provide historical data with analysis
Producing ad-hoc reports
Skills:
Knowledge of Google spread sheets and Excel formulas
Knowledge of Line Adherence and Staffing attainment
Experience with AWS, WFM tools like IEX, CMS, Avaya, etc
Ability to create reports in Spreadsheets and Excel
Problem solving skills
Attributes:
Ability to take initiative
Flexible team player with a positive attitude
Flexible about working in rotational Shift & Weekly Offs
Able to communicate professionally - oral and written
Must have worked & should be comfortable with
24*7 work environment
100% work from office
Night shifts
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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