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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/ Power BI/SQL Database, Access Automation/Data Science

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: HIG008548

Primary Location: India - Hyderabad

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Dec 21, 2021

Master Skills List: Operations

Job Category: Full Time