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Workforce Manager%5C: Richardson, TX

Genpact Richardson Full-Time
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Workforce Manager
URL blocked - click to apply: Operations
United States: Richardson, TX


With a startup spirit and 80,000+ 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 Workforce Manager
Oversee the workforce and staff across multiple lines of business to ensure that service level, financial, and other KPIs (including intraday staffing requirements) are met. This role includes managing a team of real-time analysts with responsibilities for capacity planning, scheduling, and execution in partnership with the clients.
Responsibilities
• Gather insights & analytics on drivers impacting Service Levels & Volumes.
• Communicating with Leadership on any change in Business trends
• Ensure that BAU activities (like Schedules, Reports, RCA etc.) are performed effectively & driven to closure as per committed timelines.
• Communicate effectively with the Client & Team on issues relating to WFM including escalation management
• Set team goals, establish and maintain robust feedback structure, conduct annual reviews, resolve people issues.
• Ensure that all WFM team members understand their responsibilities and the business impact of their roles, recommendations, and decisions
• Manage all applicable Capacity Planning, Scheduling, Intra-day & Reporting requirements for the Client, including Back Office (if applicable)
• Lead calls from a WFM perspective in Weekly / Monthly Business Reviews
• Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor, T3, etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
• Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
• Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.
• Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
• Compares results to forecast and identify opportunities for improvement.
• Provide daily/intra-day performance reports to leadership.
• Other related duties as assigned
Qualifications
Minimum qualifications
• Experience with WFM software (Verint preferably) that includes real-time adherence preferred
• Complete understanding of overall operational activities including phone, email, chat, community and social media support
• Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and have the ability to organize/analyze data in a structured manner.
• Capacity Planning experience is Must.
• Minimum of four years of experience in performing WFM functions (specifically real-time management) in a multi-department/site contact center environment required.
• Ability to perform forecasting in a contact center environment and schedule to those needs is a must.
• Some college or degree is preferred.
Preferred qualifications
• Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor, T3, etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
• Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
• Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.
• Generates and evaluates staffing schedules, and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
• Compares results to forecast and identify opportunities for improvement.
• Provide daily/intra-day performance reports to leadership.
• Other related duties as assigned
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 URL blocked - click to apply. Follow us on URL blocked - click to apply, URL blocked - click to apply, URL blocked - click to apply, and URL blocked - click to apply.
 

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