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Senior Manager - WFM

4.00 to 6.00 Years   Hyderabad   16 Feb, 2023
Genpact India Pvt Ltd
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaSales / BD
EmploymentTypeFull-time

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. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing., People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Come, transform with us.We are inviting applications for the role of Senior Manager, WFM Responsibilities
    • Will act as a liaison between the GCC and Site WFM teams.
    • Communication and Presentations Skills : Should be able to communicate well with the clients and be able to present data post analysis
    • Administration of communication to and from Operations and other support departments
    • Collection and analysis and reporting of historical center/agent performance statistics
    • Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting
    • Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
    • Oversee short-term workload forecasting and scheduling philosophy of schedule assignments
    • Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time
    • Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements
    • Problem Solving : Should be tactical and be able to solve day to day operational challenges and should be able to understand delivery metrics
    • Manage WFM personnel on site and remote.
    • Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed.
    Qualifications we seek in you Minimum qualifications
    • Any Graduate (PG added advantage)
    • Advanced knowledge of MS products, particularly Excel
    • Analytical Able to analyze data and draw insights
    • Knowledge of Contact Centre methodologies and operational principles
    • Excellent communication skills
    • High level of accuracy and attention to detail
    Preferred qualifications
    • Innovative and able to influence others
    • Contact Centre Workforce Management experience
    • Contact Centre tools: IEX, Avaya, Erlang, etc.
    Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to building a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.,

Keyskills :
financesalesltdmisaccountancyon sitecustomer focushuman resourcescorporate liaisoncorrective actionsbehavioral trainingworkforce managementwfmiexfardraw

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