Process Developer - Workforce Management (WFM or MIS)

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.

We are inviting applications for the role of Process Developer - Workforce Management

In this role, you will be a part of the core sourcing team and drive different channels for timely delivery. Need to understand every requirement from business as it comes in and drive sourcing in the right direction

Responsibilities :

• Monitors and manages activities to support service level agreements for Philippines
• Monitors real-time agent schedule adherence
• Monitors attendance
• Develops and maintains scheduling information.
• Scheduling, re-scheduling and optimization of meetings, coaching and other activities
• Optimizes breaks the day of or day before the actual schedule
• Conducts root cause analysis of SLA deviations, action plan development and resolution
• Produces and analyzes daily efficiency reports
• Publish reports required by stakeholders
• Attends centralized or site management meeting, as required
• Supports process improvements, Lean / Six Sigma projects
• Other assigned tasks as required by the business

Qualifications we seek in you!

Minimum qualifications

Preferred qualifications