Process Developer - Workforce Management (WFM)
- Genpact
- 3 to 7 Yrs
- Hyderabad
- 5 months ago
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Job Description
- Genpact is a global professional services and solutions firm focused on delivering outcomes that shape the future. With a workforce of 125,000+ individuals spread across 30+ countries, we are driven by curiosity, agility, and a commitment to creating lasting value for our clients. Our purpose is the relentless pursuit of a world that works better for people, enabling us to serve and transform leading enterprises, including the Fortune Global 500, through our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. We are currently seeking applications for the position of Process Developer - Workforce Management. As a member of the core sourcing team, you will play a crucial role in driving various channels for timely delivery. It is essential to grasp every business requirement and steer the sourcing process in the right direction. Responsibilities: - Monitoring and managing activities to support service level agreements for the Philippines - Real-time monitoring of agent schedule adherence - Attendance monitoring - Development and maintenance of scheduling information - Scheduling, re-scheduling, and optimization of meetings, coaching, and other activities - Break optimization on the day of or day before the actual schedule - Conducting root cause analysis of SLA deviations, developing action plans, and resolving issues - Producing and analyzing daily efficiency reports - Generating and delivering required reports for stakeholders - Participation in centralized or site management meetings, as necessary - Supporting process improvements and Lean/Six Sigma projects - Execution of other assigned tasks as needed by the business Qualifications we seek in you: Minimum qualifications: - Any Graduate - Proficiency in Excel/Spreadsheets - Substantial Contact Center experience - Familiarity with Looker Studio and basic Power BI knowledge - Strong Aptitude Skills Preferred qualifications: - Strong interpersonal skills with outstanding PR abilities - Capability to drive compliance and process adherence Location: India-Hyderabad Schedule: Full-time Education Level: Bachelor's / Graduation / Equivalent Job Posting Date: Jul 3, 2025, 6:27:12 AM Unposting Date: Aug 2, 2025, 1:29:00 PM Master Skills List: Operations Job Category: Full Time,
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Not SpecifiedFunctional Area: Not SpecifiedRole/Responsibilies: Process Developer - Workforce Management (WFM)Contact Details:
Company: GenpactLocation(s): Hyderabad+ View Contact
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