Senior Manager- WFM
- Genpact India
- 5 to 7 Yrs
- Hyderabad
- 5 years ago
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Job Description
Senior Manager, Workforce Management- We are looking for a Cash Specialist who will be responsible for posting payments from various lockboxes to the customer accounts.
- Demonstrated skills and competencies in assessment, problem solving, practices / policy administration / interpretation.
- Flexibility to quickly shift priorities, multi-task and juggle simultaneous requirements in fast paced environment and manage all to completion.
- Process orientation, including strong organizational and prioritization skills.
- Demonstrated ability to work with Minimum Supervision to take initiative and follow-up on assigned projects, balanced by good teamwork skills.
- Good interpersonal skills, with the ability to work effectively with people at all levels of the organization.
- Good communication, facilitation, and interpersonal skills.
- Proficient with Microsoft Office products like Windows, Word, Excel, and PowerPoint required.
- Coach & mentor Motivating team with excellent people touch
- Excellent analytical skills with ability to problem solving.
- 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 / maximized. 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.
- Ability to perform Capacity planning for the Process/Processes on a rolling 3 months basis to help generate a hiring plan for optimum staffing this could be at a weekly level as well
- Work closely with RTAs (Real Time Analysts) to provide WFM support.
- Proactive approach in recognizing emerging trends
- Perform root cause analysis on need basis & suggest corrective action
- Staffing and Leave planning based on volume trends.
- Building Client relationship with effective communication
- Provide reports pertaining to Service Levels, staffing requirements and Forecast deviation
- Any Graduate (PG an added advantage)
- Working knowledge with proficiency in Scheduling and Capacity Planning and experience of leading a team of WFM resources
- Should have hands on experience of being able to generate Schedules for Process sizes ranging from 100-300 FTEs and manage Scheduling for 300-400 FTEs
- High level proficiency in Excel based scheduling and capacity planning (using Erlang or other models)
- Knowledge of WFM tools like Aspect eWFM, Blue Pumpkin, Verint etc. preferred
- Knowledge of SQL, Power BI or any another online reporting tools and framework
- Excellent analytical skills & attention to detail
- Customer management exposure and good presentation skills is a must
- Ability to lead calls with clients / other business function independently
- Should have excellent client handling skills
- Ability to handle pressure - Timelines and Customer Demands
- Self-motivated and execution oriented
- Team worker and should have people/peer management experience
- Should be capable of handling lots of data in an efficient and effective manner.
- LEAN/Six Sigma Trained, Tested & Certified
- In-depth understanding of the various call center metrics and their impact on each other
- Excellent knowledge of Advanced Excel, Erlang models & Avaya CMS
- Knowledge of Forecasting techniques would be an added advantage
- Leads by example with High Value and Integrity
Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: Finance / Accounts / TaxFunctional Area: Not ApplicableRole/Responsibilies: Senior Manager- WFMContact Details:
Company: Genpact IndiaLocation(s): Hyderabad+ View Contact
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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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