Genpact | Specialist - Workforce Management 4A

Responsibilities

• Monitors and manages activities to support service level agreements for Philippines.
• Monitors real-time agent schedule adherence.
• Conducts root cause analysis of SLA deviations, action plan development and resolution.
• Supports process improvements, Lean/Six Sigma projects.
• Forecast required Head Count for incoming business (Staffing requirement and forecasting).
• Analyze historical data to forecast future staffing needs.
• Develop and maintain real-time and long-term staffing plans.
• Monitor and adjust scheduling to meet service level goals.
• Collaborate with management to optimize workforce performance.
• Identify trends and recommend process improvements to enhance efficiency.
• Manages a team of 4-5 RTAs
• Optimizes breaks the day of or day before the actual schedule
• Administers entitlement planning and scheduling
• Produces and analyzes daily efficiency reports
• Attends centralized or site management meeting, as required

Requirements

• Knowledge on collections is an advantage.
• Certified Compensation Professional (CCP) - WorkdayWorkday, Professional in Human Resources (PHR) - Symbiosis Instute of Distant LearningSymbiosis Instute of Distant Learning, SHRM-SCP - Society for Human Resource Management (SHRM)Society for Human Resource Management (SHRM)

Genpact

Genpact is a global professional services and technology firm known for running and transforming business processes for large companies. It began in 1997 in Gurugram as a business unit of General Electric and became an independent company in 2005.

Finance and accounting is one of Genpact's core practices. The firm regularly hires CAs, CMAs and commerce graduates for record-to-report, order-to-cash, procure-to-pay, FP&A, and risk and controls roles.

• Industry: Professional services and business process management
• Headquarters: New York, USA
• In India: Major centres in Gurugram, Hyderabad, Bengaluru, Kolkata, Noida and other cities