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 Manager – Attendance Data Entry 

Responsibilities

Monitor real-time queue status and agent schedule adherence

Monitor, record, and escalate real-time schedule adherence impacts; including tardiness, absenteeism, and other schedule deviations

Manage break schedules, optimize breaks as per requirement

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

Input daily exception request then update schedules

Responsible for capturing and publishing all operational metrics related to WFM (Productivity, Efficiency and SLAs)

Maintain and track accurate records of PTO accruals, attendance, and time off usage

Team management

Advanced proficiency with Microsoft Excel, including VBA

Knowledge/Experience in Tableau will be an added advantage

Knowledge/Experience in Sql queries will be an added advantage

Very good communication skills; must be able to discuss the requirements effectively with client teams, internal team members

Excellent business acumen; should be able to effectively translate the business requirements into deliverables

Qualifications we seek in you

Minimum Qualifications / Skills

Graduate in any field

Prior experience in intraday management

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

In-depth understanding of the various call center metrics and their relationship with each other

Should be extremely proficient with Excel

Relevant years of working as an intraday analyst 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.