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, 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

Skillset Requirement

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.

Proficient in Excel

Good stakeholder management and client handling experience

Experience Background

Should have scheduling forecasting experience in a call center.

Should have relevant work experience as a Real time analyst for an Inbound Process

Should have working knowledge 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.

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 genpact.com and on LinkedIn, X, YouTube, and Facebook.

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.