Management Trainee - Workforce Management
- Genpact India
- 0 Yrs
- Noida, Gurugram
- 5 years ago
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Job Description
* With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us. Inviting applications for the role of Management Trainee, Workforce ManagementResponsibilities:- Effective scheduling for the Process including off phone activities, post forecast has been received, to ensure that forecasted service level (SL) for the day & for majority of intervals in the day. In case line staffing is provided, ensuring that the staffing schedules meets the requirements satisfactorily. Schedule creation will be a weekly or fortnightly activity with contingency plans baked in
- Validate capacity planning models on an ad-hoc basis.
- Perform analysis for finding the most optimum part-time full-time mix.
- Work closely with Intra-day resources to provide WFM support.
- Proactive approach in recognizing emerging trends
- To perform root cause analysis for the days the Process has missed its targets and suggest corrective action
- Vacation Planning & Shift bidding/incorporating shift preferences.
- Should be able to communicate effectively with client and the Process management on issues relating to WFM
- Provide reports pertaining to Scheduling
- Good analytical skills & attention to detail
- Should be capable of handling lots of data in an efficient and effective manner.
- In-depth understanding of the various call center metrics and their relationship with each other
- Good knowledge of Avaya CMS & WFM Scheduling tools
- Should have excellent client handling skills
- Should be very proficient with Excel
- Proven experience of working as a WFM resource with proficiency in Scheduling & optimization analysis.
- Should have taken calls in a Call center
- Should be comfortable in scheduling large Processes (approx. 300-500 FTEs)
- Knowledge of WFM tools like IEX, Aspect eWFM & Verint preferred
Employement Category:
Employement Type: InternshipIndustry: IT - SoftwareRole Category: Operations Management / Process AnalysisFunctional Area: Not ApplicableRole/Responsibilies: Management Trainee - Workforce ManagementContact Details:
Company: Genpact IndiaLocation(s): Noida, Gurugram+ 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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