Senior Associate

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Inviting applications for the role of Senior Associate/Business Analyst Intraday

Genpact is searching for dynamic, open-minded, mature individuals to support their workforce management operations.

Responsibilities
1. Optimization Continuously looking for ways to improve processes and tools to enhance workforce efficiency and effectiveness.
2. Compliance and Risk Management Ensuring all labor practices comply with local labor laws, company policies, and regulatory requirements. Managing risks related to workforce operations.
3. Client Management Managing relationships with LM stakeholders and ensuring that the team meets the organizations standards.
4. Employee Development Training and developing staff on workforce management tools, best practices, and new processes.
5. Strategic Planning Working with senior management to align workforce strategy with overall business goals. Providing insights and recommendations for long-term planning.
6. Budget Management Managing the budget for workforce tools, training, and other related expenses.
7. Collaboration Partnering with HR, operations, and other departments to ensure alignment on workforce strategies and goals.
8. Problem-Solving Quickly addressing and resolving any workforce-related issues to ensure smooth operations.

Qualifications we seek in you
Minimum Qualifications / Skills
Graduate in any field
Robust experience in workforce management
Good knowledge of WFM tools like 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
Analytical mindset to solve problems and build staffing models.
In-depth understanding of the various call center metrics and their relationship with each other
Should be extremely proficient with Excel
Should have excellent client handling skills
Should possess excellent communication skills
Strong team management skills
Relevant years of working in contact center and workforce management processes

Preferred Qualifications/ Skills
1) Knowledge of a WFM tools like Verint / Amazon Connect, Live Person etc. Similar/equivalent tools - IEX / Aspect eWFM, RTA, Avaya CMS etc.
2) Proficient in Excel and reporting skills

Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit . Follow us on Twitter, Facebook, LinkedIn, and YouTube.