Assistant Manager - Customer Care

Assistant Manager - Customer Care

Genpact | Hyderabad, TG, IN

Posted 4 days ago

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Description



With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world&rsquos biggest brands&mdashand 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. We&rsquore 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&rsquore 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.

Welcome to the relentless pursuit of better.
Inviting applications for the role of Workforce Management Lead
Responsibilities

. Monitors and manages activities to support service levels across a large team

. Maintains daily connect with clients and stakeholders

. Conducts root cause analysis of SLA deviations, action plan development and resolution

. Administers entitlement planning and scheduling

. Produces and analyzes daily efficiency reports

. Publish reports required by stakeholders

. Attends centralized or site management meeting, as required

. Supports process improvements, Lean/Six Sigma projects

. Other assigned tasks as required by the business

. Forecast required Head Count for incoming business (Staffing requirement and forecasting)
Qualifications we seek in you!

Minimum Qualifications

. College Graduate / with equivalent experience

. Relevant years experience as WFM Supervisor

. Excellent comm. skills - Verbal & Written

. Good Excel/Presentation skills

. Good people connect with outstanding PR skills

Preferred Qualifications/ 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.

Experience: 0.00-50.00 Years