Process associate band 5 Lease Dimension WFM
Genpact
Bataan Balanga PH , Philippines
6d ago

Responsibilities

This is a full time role and would involve balancing various tasks like the following (indicative - but not limited to :

  • Monitors and lead activities to support service level agreements
  • Monitors real-time agent schedule adherence
  • Optimizes breaks the day of or day before the actual schedule
  • Conducts root cause analysis of SLA deviations, action plan development and resolution
  • Inputs daily exception request then updates schedules
  • Coordinates entitlement planning and scheduling
  • Produces and analyzes efficiency reports
  • Attends centralized or site management meeting, as required
  • Support process improvements, Lean / Six Sigma projects
  • Other assigned tasks as required by the business
  • Requirements :

  • Previous experience in workforce management real-time and floor management, crafting workforce SOPs, and SLA management is an advantage
  • Preferably with Dialer experience
  • Good interpersonal skills
  • Excellent attendance record
  • Comfortable to have discussions with operations
  • Excellent analytical skills
  • Able to work with minimal supervision
  • Must have learner knowledge in MS Excel
  • Intermediate, computer skills with the ability to navigate multiple windows applications and use searching tools to find information
  • Familiar working with Microsoft Office Applications (Word, PowerPoint, Outlook)
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