Management Trainee - WFM / MIS Reporting
- Genpact India
- 2 to 5 Yrs
- Hyderabad
- 3 years ago
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Job Description
Management Trainee, MIS ReportingYou re responsible to operate a MIS and Reporting team which will support the data and information requirements of Operations across multiple site and geographies. You will need to handle reporting/ MIS resources who will be located out of multiple locations. You will be encouraged to constantly challenge the current level of reports delivery and bring in innovations in reporting to generate insights using the latest tools and technologies available.
Responsibilities- Maintain reports & spreadsheets for historical data, lead email queues
- Hand on experience on Scheduling on Excel (using Erlang or other models) for the Process/Processes to ensure forecasted service level (SL) for the day is met / improved. In case line staffing is provided, ensuring that the staffing schedules meet the requirements satisfactorily. This can be a weekly, bi-weekly or a monthly activity.
- Prepare first level presentation and documents on various transition updates
- Work closely with RTAs (Real Time Analysts) to provide WFM support.
- Providing insights on existing data to internal/external partners
- Experience in scheduling with any WFM tool in call center environment
- Work with Operations for daily, weekly & monthly reports
- Ability to perform Capacity planning on Excel on a rolling 3 months basis to help generate a hiring plan for optimum staffing this could be at a weekly level as well
- To perform root cause analysis for the days the process has missed its targets and suggest corrective action
- Presenting available leave slots considering current staffing requirements
- Should be able to connect with client and the Process management on issues relating to WFM
- Provide reports pertaining to SL, Staffing requirements and Forecast deviation
Minimum Qualification
- Bachelor s Degree or equivalent
- Excellent Interpersonal Skills
- Should have experience of WFM tool aspect of WFM
- High level proficiency in Excel based scheduling and capacity planning
- Proven experience in MIS & WFM Reporting will be advantage
- Excellent analytical skills & attention to detail
- Excellent knowledge & understanding of MS excel, Word and PowerPoint
- Customer management exposure and good presentation skills is a requirement
- Ability to lead calls with clients / other business function independently
- LEAN/Six Sigma Trained, Tested & Certified (preferred)
- Excellent knowledge of Advanced Excel, Erlang models & Avaya CMS(or Real time/Reporting tools)
- Build forecasting based on the inputs from client
- Flexibility to take on multiple tasks, Problem solving & critical thinking skills
- Build schedules and rosters for the team
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Employement Category:
Employement Type: InternshipIndustry: IT - Software
Role Category: General / Operations Management
Functional Area: Not Applicable
Role/Responsibilies: Management Trainee - WFM / MIS Reporting
Contact Details:
Company: Genpact IndiaLocation(s): Hyderabad
Genpact India
Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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