Process Developer - Workforce Management (WFM)
- Genpact
- 2 to 6 Yrs
- Hyderabad
- 2 months ago
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Job Description
- As a Process Developer - Workforce Management at Genpact, your role will involve being a part of the core sourcing team and driving various channels for timely delivery. It will be crucial for you to understand each business requirement as it comes in and ensure that the sourcing is directed appropriately. **Key Responsibilities:** - Monitor and manage activities to support service level agreements for the Philippines. - Keep track of real-time agent schedule adherence. - Monitor attendance and maintain scheduling information. - Conduct scheduling, re-scheduling, and optimization of meetings, coaching, and other activities. - Optimize breaks on the day of or the day before the actual schedule. - Perform root cause analysis of SLA deviations, develop action plans, and ensure resolution. - Produce and analyze daily efficiency reports. - Publish reports as required by stakeholders. - Attend centralized or site management meetings as necessary. - Support process improvements and Lean/Six Sigma projects. - Handle any other assigned tasks as required by the business. **Qualifications:** *Minimum qualifications:* - Any Graduate. - Extensive knowledge of Excel/Spreadsheet. - Excellent Contact Center experience. - Proficiency in Looker Studio and Basic Power BI. - Strong Aptitude Skill. *Preferred qualifications:* - Strong interpersonal skills with outstanding PR capabilities. - Ability to drive compliance and process adherence. In this role, you will play a crucial part in ensuring the smooth functioning of workforce management processes at Genpact, contributing to the overall success of the organization.,
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
Keyskills: Power BI Interpersonal skills Compliance
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