Assistant Manager - WFM
Job Description
Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients.Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Management trainee / Business Analyst/ Assistant Manager - WFM Scheduler/Supervisor
In this role. the Scheduler is responsible for creating and maintaining schedules of the assigned process and ensure optimal efficiency and performance.
Responsibilities:
- Creating schedules based on provided forecast and/or actual trends
- Create schedules to improve efficiencies and utilization of resources.
- Scheduler will be responsible for creating schedules, optimizing staffing, and ensuring adherence to service levels and staffing targets.
- Understanding of Erlang C and Building Schedules Erlang C
- Experience in DOW adjustments of schedules.
- Oversees and maintains the (WFM) Platform from Scheduling perspective
- Work closely with TLs and Managers to understand and accommodate employee requests
- Work closely with operations to communicate and resolve staffing shortfalls.
- Experience with short term planning and scheduling for all live and non-live channels.
- Support Real time teams to manage and achieve the SLAs
- Participates in weekly/daily review calls
Qualifications we seek in you!
Minimum Qualifications:
- Bachelor&rsquos degree in business administration, Management, or a related field (preferred).
- Relevant experience in managing voice operations in the BPO sector.
- Proven success in leading teams, achieving KPIs, and building client relationships in a fast-paced environment.
- Knowledge of Google spread sheets, Excel formulas
- Knowledge of Erlang C for scheduling
- Knowledge of Line Adherence and Staffing attainment
- Experience with AWS, WFM tools like IEX, CMS, Avaya, etc
- Ability to create schedules in Spreadsheets and Excel
- Analyze historical performance to ops and take correct scheduling decisions to improve efficiency.
Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit . Follow us on , , , and .
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training