Job
Description
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 WFM (Scheduler) WFM- Scheduler Function: Workforce Management With a startup spirit and 125,000 + curious and courageous minds, we have the expertise to go deep with the worlds biggest brandsand we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. Were harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Inviting applications for the role of Scheduler Genpact is searching for dynamic, open-minded, mature individuals to support their workforce management operations. Responsibilities Build Daily/Weekly/Monthly schedules for the respective LOB’s using WFM tools – Verint, NICE, Calabrio, community etc The Schedules are planned to ensure the Interval wise requirements are met and all SLA and also provision for the required training/meeting/coaching time Regular reconciliation of the production HC vs HC Reports. have the required corrections done 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 10) Publish reports – Staffing accuracy, adherence, absenteeism drill down/analysis. HC recon and validation Qualifications we seek in you! Minimum Qualifications / Skills Graduate in any field Prior experience in scheduling Good knowledge of WFM tools –like 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 Should be extremely proficient with Excel Should have excellent client handling skills Experience of 1-5 years of working as a scheduler for an Inbound Process Preferred Qualifications/ Skills Knowledge of a WFM tools like Verint / Amazon Connect, Live Person etc. Similar/equivalent tools - IEX / Aspect eWFM, RTA, Avaya CMS etc. Hands-on on Excel and reporting skills 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. 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
