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Manager - WFM

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. 

Transformation happens here. Come, be a part of our exciting journey!
Are you the one we are looking for?

Inviting applications for the role of Manager, WFM!
You will be expected to constantly challenge the current level of reports delivery and bring in innovations in reporting to generate insights using the latest tools and technologies available.
Responsibilities
•    Recommend staffing changes to match the call demand & co-ordinate with the WFM resource on a daily basis to ensure adequate staffing is maintained.
•    Participate in periodic meetings with Operations & the Client
•    Slicing and dicing of data at a market/process level drilling down to team/agent level to provide required insights
•    Extremely good at excel functions like pivots, power pivots, trend graphs, bar graphs, VBA macros, bridge plans etc.,
•    Providing insights on existing data to internal/external stakeholders
•    Identifying the market/process/queue by team/agent wise volume variations and alerting the respective stake holders proactively
•    All the observations should be reported to WFM to help changing the staffing plans/roster accordingly and send the alerts on SLA misses proactively, if any

Qualifications we seek in you!
Minimum Qualifications
•    Any graduate degree or equivalent with a strong academic record
•    Relevant work experience in MIS/Reporting
•    Excellent Communication Skills
•    Proficiency with MS Excel, specifically pivot tables, vLookups and PowerPoint required


Preferred Qualifications/ Skills
•    Ms Excel
•    Power BI
•    XML/HTML Knowledge
•    Content Writing
•    Communication Skills
•    SQL Database, Access Automation
•    Presentation Skills
•    Lean/Six Sigma Certified
•    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 www.genpact.com . Follow us on Twitter, Facebook, LinkedIn, and YouTube.

Job: Manager

Job ID: HMS014398

Primary Location: India - Hyderabad

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Jan 20, 2022

Master Skills List: Operations

Job Category: Full Time