Senior Manager - Work Force Managment (WFM)
Genpact
5 - 10 years
Hyderabad
Posted: 3/5/2025
Job Description
Responsibilities
Leads the Contact Center planning and staffing process. Analyzes hours delivery model and plan for future staffing needs. Ensures contact center and staffing models include accurate, updated information. Captures, stores, and reports on historical statistics (service level, production hours delivery, forecast accuracy, etc.) and provides root-cause analysis and business impact analysis for all performance variances.
Reports the workload trends and staffing requirements to management and executive leadership teams on a weekly basis.
Communicates necessary adjustments to workforce requirements based on dynamic forecasts; re-forecasts when necessary.
Lead the client interaction for WFM practices, analysis, RCA, planning, etc. Represent WFM team.
Accountable for timely delivery of agent schedules developed by Workforce Analysts. Oversees proactive scheduling of discretionary activities such as training, meetings, and overtime. Ensures schedules make effective use of resources while meeting service objectives and scheduling accuracy goals.
Oversees the team & maintains the Verint Workforce Management (WFM) Platform utilized for scheduling, tracking, monitoring and reporting the daily/monthly hours delivery.
Works in partnership with recruitment team to coordinate the hiring new employees opening indents based on future needs and co-ordinate with recruitment team to ensure timely delivery of new hires
Review, maintain and publish account billing, accruals and invoicing, including coordinating with customers to ensure invoice are released within time and accurately
Will also be responsible to lead a team of Reporting Analyst and Reporting Manager. Should be proficient in call center reporting and provide mentorship and guidance to the team to ensure timely reporting of call center reports and dashboard
Minimum Qualifications
Bachelors Degree with Contact Center Workforce Management experience. Experience as Workforce Analyst and WFM Supervisory/Management experience
Understanding of Call Center technology to include WFM solutions, IVRs, ACDs, ACD reporting, and contact routing strategies. Erlang modeling.
Self-motivated and must excel in a minimally managed, high profile position. Ability to work independently with efficient time management skills, adapt to changing priorities, meet deadlines and work well under pressure.
Advanced mathematical skills, knowledge of and ability to calculate statistics. Strong analytical and problem solving skills, with the ability to define problems, collect data, establish facts and draw valid conclusions. Strong attention to detail
Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from groups of managers, senior leadership, and executive levels.
Skill in establishing and maintaining effective working relationships.
Ability to lead, coach, and develop staff. Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority
Ability to manage multiple programs/projects simultaneously. Experience handling multiple tasks simultaneously in a fast-paced environment as an individual contributor or team member
Proficient in MS Word, MS Excel, MS PowerPoint
Preferred Qualifications
Extensive experience in using workforce management software solutions, preferably Verint.
Extensive experience with forecasting, capacity planning and statistical analysis.
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.
Services you might be interested in
One-Shot Campaign
Reach out to ideal employees in one shot!
The intelligent campaign for reaching out to the ideal audience to whom you can ask for help (guidance or referral).