Manager

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 Manager- Customer Care/ WFM

Responsibilities

.Recommend staffing changes to match the call demand & coordinate with the WFM resource daily to ensure adequate staffing is maintained.

.Participate in periodic meetings with Operations & the Client

.Slicing and dicing of data at a market/process level drilling down to team/agent level to provide required insights

.Provide insights on existing data to internal/external stakeholders

.Identifying the market/process/queue by team/agent wise volume variations and alerting the respective stakeholders proactively

.All the observations should be reported to WFM to help to change the staffing plans/roster accordingly and send the alerts on SLA misses proactively, if any

Qualifications we seek in you

Minimum Qualifications/ Skills

.Any graduate degree or equivalent with a strong academic record

.Excellent Communication Skills

.Should have a good working knowledge of using Excel

.Good at excel functions like pivots, power pivots, trend graphs, bar graphs, VBA macros, bridge plans, etc.

Preferred Qualifications/ Skills

.Power BI

.SQL Database, Access Automation

.Presentation Skills

.Lean/Six Sigma Certified

.Data Science

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 creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at and on, Facebook, LinkedIn, and YouTube.

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.

Full time