Consultant
Genpact
Consultant - INS027588
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 Business Analyst/ Assistant Manager /Consultant /Sr. Consultant , Workforce Management
Responsibilities
The candidate will be responsible for the following:
Build Daily/Weekly/Monthly schedules for the respective LOB’s using any of these WFM tools – NICE, VERINT , COMMUNITY etc.
Ensure all the Schedules are planned as per Interval wise requirements and agreed SLAs and also provision for the required training/meeting/coaching time.
Regular reconciliation of the production HC vs HC Reports and ensure timely corrections.
Validate all alignments in the roster
Review schedule plan vs requirements and raise request for shift changes, indents
Implement a process for leave planning and incorporate the same in schedule model/plan
Provide weekly staffing view and SLA adherence to the internal team and Clients
Mange calls with Client for scheduling on a weekly basis.
Review and validate schedule adherence and make the required adjustments
Publish reports – Staffing accuracy, adherence, absenteeism drill down/analysis. HC recon and validation
Qualifications we seek in you!
Minimum Qualifications / Skills Requirement
Any Graduate
Good analytical skills & attention to detail
Prior experience in scheduling is must .
Good knowledge of WFM tools – like NICE (preferable), 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 and build staffing models.
In-depth understanding of the various call center metrics and their relationship with each other
Good communication and presentation skill .
P roficient in Excel
Good stakeholder management and client handling experience
Experience & Background
Should have s cheduling & f orecasting experience in a c all center .
Should have relevant work e xperience as a Real time analyst for an Inbound Process
Should have working k nowledge of any of these WFM tools like NICE/ Verint / Amazon Connect, Live Person etc. Similar/equivalent tools - IEX / Aspect eWFM , RTA, Avaya CMS etc.
Should be good in Excel and reporting.
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