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Process Developer - RTA Analyst

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.  

  

Transformation happens here. Come, be a part of our exciting journey!  

Are you the one we are looking for? 

We are inviting applications for the role of Process Developer - Analyst 

In this role, you will be a part of the core sourcing team and drive different channels for timely delivery. Need to understand every requirement from business as it comes in and drive sourcing in the right direction  

Responsibilities 

  • Manage front-end of WFM in real-time queue performance management – pro-actively delivering updates that impact service delivery 

  • Monitor real-time adherence and communicate staffing discrepancies to stakeholders 

  • Communicate and maintain a record of system, voice, and telecom issues to the department 

  • Works with the team for the intraday reports and staffing 

  • Real-time adherence, monitoring and communications 

  • Analyze inbound call pattern and trends, and provides logical action to align staff as necessary 

  • Maintain a strong relationships with the Operations leads and managers, to improve overall understanding and awareness of daily/weekly business impacts 

  • Provide Operations the feedback, huddle timings, training schedules, and other off-the-phone activities 

 

Qualifications we seek in you! 

Minimum qualifications  

  • College Graduate 

  • 2 years experience as a WFM analyst 

Preferred qualifications  

  • Advance skills in MS Office is an advantage 

  • Excellent comm. skills – Verbal & Written 

  • Good Excel/Presentation skills 

  • Good people connect with outstanding PR skills 

  • Understanding on sourcing & market / competition 

  • Eye for detail and quick response time 

  • Ability to drive compliance & process adherence 

 

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: Process Developer

Job ID: RET002111

Primary Location: Philippines -

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Nov 3, 2021

Master Skills List: Domain

Job Category: Full Time