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• This is a full time role and would involve balancing various tasks like the following (indicative - but not limited to
• Monitors and lead activities to support service level agreements
• Monitors real-time agent schedule alignment
• Optimize breaks the day of or day before the actual schedule
• Conducts root cause analysis of SLA deviations, action plan development and resolution
• Inputs daily exception request then updates schedules
• Coordinates entitlement planning and scheduling
• Produces and analyzes efficiency reports
• Attends centralized or site management meeting, as required
• Support process improvements, Lean/Six Sigma projects
• Other assigned tasks as required by the business
• Previous experience in workforce management – real-time and floor management, crafting workforce SOPs, and SLA management is an advantage
• Comfortable to have discussions with operations
• Intermediate, computer skills with the ability to navigate multiple windows applications and use searching tools to find information
• Develop and implement workforce planning strategies
• Monitor and analyze workforce metrics to ensure optimal staffing levels
• Collaborate with HR and management to forecast future staffing needs
• Create schedules and allocate resources to meet operational requirements
• Identify training and development needs to enhance workforce performance
• Utilize workforce management software to optimize employee scheduling and productivity
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Genpact is a global professional services company that uses data, technology, and AI to transform and operate business processes for large enterprises.
Visit company websiteJobs and hiring trendsFull-time
Senior
Hybrid
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