Management Trainee - Workforce Management
Genpact
Muntinlupa City, Philippines
7h ago

Responsibilities

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

  • Collaborating with operational leaders by developing and refining processes improving balance between employee / company / client requirements
  • Consulting with business partners to analyze staffing requirements and align staffing to improve results
  • Utilizing root-cause analysis, trend analysis, and after-action reporting to ensure detailed results
  • Preparing efficient schedules meeting or exceeding business goals
  • Configuring, prioritizing and maintaining forecasting / scheduling databases, agent information databases
  • Handling all Internal and External reports
  • Gathering and publishing all contractual SLAs and KPIs
  • Gathering and publishing all operational metrics related to WFM (Productivity, Efficiency and SLAs)
  • Gathers and maintains the historical database
  • Builds innovative solutions in reporting
  • Collaborates with WFM Manager to identify and build on reporting needs
  • Works closely with business leaders in understanding the business needs and provide MIS solutions that meets those needs
  • Interprets and analyzes the data then provides recommendations from a data perspective
  • Attends centralized or site management meeting, as required
  • Support process improvements, Lean / Six Sigma projects
  • Other assigned tasks as required by the business
  • Qualifications :

    Minimum qualifications :

  • Must have at least a high school diploma
  • Proven experience in WFM functions, i.e. forecasting, scheduling, real-time management, MIS reporting
  • Preferred qualifications

  • Previous experience in reports management, and automation is an advantage
  • Strong personal and interpersonal skills
  • Comfortable to have discussions with operations
  • Excellent analytical skills
  • Willing to learn ins and outs of any business
  • Able to work with minimal direction
  • Must have intermediate knowledge in MS Excel
  • Knowledge in crafting VB Macro and MS Access is an advantage
  • 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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