Workforce Management - Dialer Lead | Onsite - Alabang

Workforce Management - Dialer Lead

Location: Muntinlupa City, Metro Manila

With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and 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’re 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’re 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 - Dialer Lead!

In this role, you will be leading a team that drives performance, from a Workforce Management perspective, in different channels as part of the program’s contractual obligation.

Responsibilities

• To manage a team of 4-6 WFM analysts
• Monitors and manages activities to support service level agreements for the program
• To work as the front-end for critical client-related projects tied up to data mining, processing and reporting
• Gather and maintain a wide repository of data-related business processes and reporting
• Design data management and reporting tools – design and develop reporting tools that would yield a more substantial data story
• Provide data analysis and interpretation for the business leaders – this entails understanding trends, data behaviors, and forecast – with high level of accuracy and timeliness
• Pro-actively drives process improvement critical to the business
• Assist in handling a team of 6-7 WFM specialists
• Maintains daily connect with clients and stakeholders tied up to the critical data requirement for the business projects
• Attends centralized or site management meeting, as required
• Other assigned tasks as required by the business
• Attends centralized or site management meeting, as required
• Knowledge in Power BI is an advantage
• Forecast required Head Count for incoming business (Staffing requirement and forecasting)

Qualifications we seek in you!

Minimum qualifications

• College Graduate
• 5 to 6 years experience in end-to-end workforce management – reporting, real-time management, scheduling, and capacity planning

Preferred qualifications

• At least 2 years of experience as WFM Supervisor - Dialer Team
• Advance skills in MS Office
• With in-depth knowledge in using Genesys tool
• Dialer experience is a must have
• Preferably with Power BI experience
• Excellent comm. skills – Verbal & Written
• Good Excel/Presentation skills
• Good people connect with outstanding PR skills
• Understanding on sourcing & market / competition
• Eye for detail and quick response time
• Ability to drive compliance & process adherence
• Amenable to work onsite (Alabang)

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, s*x, *ge, 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 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.