Process Developer - WFM

Inviting applications for the role of Process Developer / Business Analyst / Consultant / Sr. Consultant / Manager, WFM- Real Time Analyst

Genpact is searching for dynamic, open-minded, mature individuals to support their workforce management operations.

Responsibilities

Monitor real-time queue status and agent schedule adherence

Monitor, record, and escalate real-time schedule adherence impacts including tardiness, absenteeism, and other schedule deviations

Manage break schedules, optimize breaks as per requirement

Conduct root cause analysis of SLA deviations, action plan development and resolution

Input daily exception request then update schedules

Responsible for capturing and publishing all operational metrics related to WFM (Productivity, Efficiency and SLAs)

Maintain and track accurate records of PTO accruals, attendance, and time off usage

Team management

Advanced proficiency with Microsoft Excel, including VBA

Knowledge / Experience in Tableau will be an added advantage

Knowledge / Experience in Sql queries will be an added advantage

Very good communication skills must be able to discuss the requirements effectively with client teams, internal team members

Excellent business acumen should be able to effectively translate the business requirements into deliverables

Qualifications we seek in you

Minimum qualifications :

Graduate in any field

Prior experience in intraday management

Good knowledge of WFM tools -like Verint / IEX / Aspect eWFM , RTA, Avaya CMS etc.) knowledge of other tools Amazon Connect, Verint, Chat monitoring tools (Ex, Live Person etc.) Avaya CMS & RTA / Intra-day will be beneficial

Analytical mindset to solve problems

In-depth understanding of the various call center metrics and their relationship with each other

Should be extremely proficient with Excel

Relevant experience required in working as an intraday analyst for an Inbound Process

Preferred Qualifications / Skills :

Knowledge of a WFM tools like Verint / Amazon Connect, Live Person etc. Similar / equivalent tools - IEX / Aspect eWFM , RTA, Avaya CMS etc.

Hands-on on Excel and reporting skills

Skills Required

Sql, Microsoft Excel, Vba, Tableau