Inviting applications For the role of Manager - Workforce Management

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Inviting applications for the role of Manager - Workforce Management

We are seeking a highly skilled and experienced Workforce Management Manager to join our team in a fast-paced contact center environment. The ideal candidate will have a strong background in contact center operations and possess excellent communication skills. The Workforce Management Manager will be responsible for managing the workforce planning and scheduling process to ensure optimal utilization of resources and meet service level agreements. The role requires a minimum graduate with lean six sigma training and experience in handling contact center and workforce management tools.

Key Responsibilities:

• - Develop and maintain accurate workforce forecasts based on historical data, trends, and business needs
• - Create and manage schedules for contact center agents to ensure adequate coverage and meet service level targets
• - Monitor real-time adherence to schedules and make necessary adjustments to ensure optimal utilization of resources
• - Analyze and report on key performance indicators such as service level, occupancy, and agent productivity
• - Identify and implement process improvements to increase efficiency and effectiveness of workforce management operations
• - Collaborate with other departments to gather and analyze data to support workforce planning decisions
• - Manage and maintain contact center and workforce management tools such as Genesys Cloud 2, Verint, and Genesys Cloud Dialer
• - Provide regular updates and recommendations to senior management on workforce planning and scheduling strategies
• - Ensure compliance with company policies and procedures, as well as industry regulations
• - Develop and maintain relationships with clients to understand their needs and provide solutions to improve customer satisfaction
• - Keep up-to-date with industry trends and best practices in workforce management and contact center operations

Required Qualifications:

• - Minimum graduate degree in Business Administration, Operations Management, or a related field
• - Lean Six Sigma trained and tested
• - 5+ years of experience in workforce management in a contact center environment
• - Experience with contact center and workforce management tools such as Genesys Cloud 2, Verint, and Genesys Cloud Dialer
• - Strong analytical and problem-solving skills
• - Excellent communication and interpersonal skills
• - Ability to work in a fast-paced and dynamic environment
• - Flexibility to work early shift timings (IST 1:00 am onwards) and weekends if required.

Interested candidates can share resume at Manvika.Singhal@genpact.com

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 www.genpact.com and on X, 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 'starter kit,' paying to apply, or purchasing equipment or training.