Management Trainee

Genpact Deutschland


Date: 3 weeks ago
City: Tagbilaran City
Contract type: Contractor
Management Trainee-HMS055226

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 Management Trainee, Customer Care (Workforce Management)

In this role, Works with operations team in providing detailed reporting to assess agent, FLM, and site performance in accordance to contractual obligations to clients.

Responsibilities

  •    Monitors and manages activities to support service level agreements for Philippines
  •    Maintains regular connect with clients and stakeholders
  •    Monitors real-time agent schedule adherence
  •    Monitors attendance
  •    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
  •    Administers entitlement planning and scheduling recommendations to client partners
  •    Produces and analyzes daily efficiency reports
  •    Publish reports required by stakeholders
  •    Attends centralized or site management meeting, as required
  •    Other assigned tasks as required by the business
  •    Knowledge on collections is an advantage
  •    Forecast required Head Count for incoming business (Staffing requirement and forecasting)

Qualifications we seek in you!

Minimum Qualifications

  •    Above average MS Excel skills, highly familiar with raw file report crafting, pivots and advanced excel formulas
  •    Strong personal and interpersonal skills
  •    Comfortable to have discussions with operations and clients
  •    Excellent analytical skills
  •    Able to work with minimal supervision
  •    Familiar working with Microsoft Office Applications (Word, PowerPoint, Outlook)

Preferred Qualifications/ Skills

  •    Previous experience in workforce management – real-time and floor management, creating workforce SOPs, and SLA management is an advantage
  •    Experience in handling supervisory role in WFM
  •    Excellent verbal communication and customer service 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. Get to know us at www.genpact.com  and on X, 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.  

Job

Management Trainee

Primary Location

Philippines-Tagbilaran

Schedule

Full-time

Education Level

Bachelor's / Graduation / Equivalent

Job Posting

Nov 21, 2024, 2:19:43 PM

Unposting Date

Dec 21, 2024, 6:29:00 PM

Master Skills List Operations

Job Category Full Time

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Team Manager | Bohol

ibex, Tagbilaran City
4 days ago
The Team Manager is responsible for managing, motivating and coordinating the activities of the account, to reach the objectives and service levels defined by the account. Ensuring that calls are handled professionally.ResponsibilitiesDUTIES AND RESPONSIBILITIES: Provides direction and guidance to guarantee consistent achievement of key performance metricsAchieves, measures, reports and communicates metric goal attainment for assigned teamEnsures accurate and timely communication...

WFM RTA Supervisor

ibex, Tagbilaran City
2 weeks ago
The successful candidate will oversee a team of analysts that are responsible for all facets of workforce planning and intraday management. This individual will determine and communicate work schedules and resources for various call queues across the organization while relying on extensive experience and judgment to achieve optimal coverage results.ResponsibilitiesThe selected candidate will work with site and department leaders to...

Process Developer

Genpact Deutschland, Tagbilaran City
3 weeks ago
Process Developer-HMS055270Genpact (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...