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DG - Process Developer - WFM & MIS

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.
Inviting applications for the role of Process Developer – MIS & Reporting
In this role, you would be responsible for doing the Daily, Weekly & Monthly MIS Reporting for the business with zero miss.

•    Maintain reports & spreadsheets for historical data, handle email queues & Call queues
•    Driving service levels through adjustment of staffing based on attendance and call volume
•    Monitoring Volume flows and agent adherence in real-time using Client provided tools
•    Planning the work allocation according to the inventory
•    Ensuring Agents meet their assigned work and actively communicate the challenges/issues
•    Processing all unplanned changes/adjustments to the schedule: call outs and other Training/Nonproductive activities
•    Figuring out potential impact of changes and make necessary modifications
•    Figuring out causes for agent activity that deviates from the schedule, and work with supervisors to meet and exceed adherence goals
•    Delivering daily reporting detailing drivers for SL misses
•    Delivering daily Agent & process level reporting ex. Absenteeism, productivity, Incoming vs Closed volumes, closes and Incoming calls vs Answered and Abandoned etc.,
•    Identifying and communicating system issues affecting service levels 
•    Figuring out need/opportunities for intraday scheduling changes – removing offline activity in response to demand, or adding offline activity in response to availability
•    Assessing Supervisor requests for intraday scheduling changes and approve or deny based on need 
Minimum qualifications
•    Any graduate degree or equivalent 
•    Relevant work experience in MIS/Reporting
Preferred skills: 
•    Attention to details
•    Good analytical and quantitative skills and ability to see trends and patterns in data and translate data into decisions is required
•    Ability to handle and coordinate multiple assignments simultaneously in a fast-paced environment required
•    Proficiency with MS Excel, specifically pivot tables, VLOOKUP and PowerPoint required
•    Ability to provide coverage during operational hours, with after-hours coverage as needed is required
•    Ability to develop and maintain effective communication with client and internal partners is required
•    Good Communication skills both written and verbal Knowledge of VBA scripting & understanding of databases and queries is must
•    Good hands on experience on MS Access based solution development is a must

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. For more information, visit Follow us on Twitter, Facebook, LinkedIn, and YouTube. 

Job: Process Developer

Job ID: HIG008328

Primary Location: India - Hyderabad

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Nov 30, 2021

Master Skills List: Operations

Job Category: Full Time