Workforce Management (Real Time Analyst/Reports Analyst)
Function: Support
Location: Alabang and Quezon City

Responsibilities

Monitors and manages activities to support service level agreements for Philippines
Monitors real-time agent schedule adherence
Monitors attendance
Develops and maintains scheduling information.
Scheduling, re-scheduling and optimization of meetings, coaching and other activities
Optimizes breaks the day of or day before the actual schedule
Conducts root cause analysis of SLA deviations, action plan development and resolution
Produces and analyzes daily efficiency reports
Publish reports required by stakeholders
Attends centralized or site management meeting, as required
Supports process improvements, Lean/Six Sigma projects
Other assigned tasks as required by the business

Qualifications we seek in you!

Minimum qualifications

College Graduate
Relevant experience required in Workforce Management
Excellent comm. skills – Verbal & Written
Good Excel/Presentation skills
Eye for detail and quick response time

Preferred qualifications

Relevant experience required in Business Analyst
Good people connect with outstanding PR skills
Ability to drive compliance & process adherence

Call Quality Analyst
Function: Process Developer
Location: Alabang and Quezon City

Job responsibilities:

Listen to and observe calls made by call center agents
Evaluate and score said calls on a pre-approved sheet
Provide timely feedback two relevant stakeholders so that they can share feedback to provide adequate coaching to the agents
Consistently meet or exceed deadlines and objectives
Appropriately manage time and shows correct usage of diamond system
Participate in cold calibration with various partners
Complete daily weekly monthly tasks
Ensure that all reporting is completed and published on time

Qualifications:

Strong written and verbal communication skills to effectively provide feedback
Strong interpersonal skills
Strong customer service and professional skills
Flexible to work in a shift required by business
Will have two rounds of interview, one face to face and one simulation activity
QA score for last three months more than or equal to 80%
Preferably with background / Customer service Voice

Lean Digital Transformation Manager
Function: Support
Location: Alabang, Muntinlupa

Responsibilities 

Interact with Clients for understanding Key business Priorities and Opportunity identification. Needs Excellent Client Communication Skills  
Direct the identification of gaps and Transformation improvements in the various processes  
Develop and Execute Key Process Excellence, Automation & Digital Transformational Project Roadmaps for the aligned businesses to deliver contractual/non contractual productivity, customer experience and other P&L impacts, as agreed with the business  
Lead Black Belt Level – High Impact Projects – Lean Six Sigma, Automation, Transformation  
Coach & mentor Green Belt & Lean Projects – Process Standardization, Metric Movement, Automation, Transformation Projects

Provide innovative leadership driving quality performance, automation projects  
Ensure the use of problem solving and root cause analysis where necessary   
Lead Value stream Mapping and Problem Solving & Ideation Workouts with the aligned businesses  
Monitor & audit the deployed processes for effectiveness & efficiency  
Responsible for leading Process & Digital Ideation events and setting up Visual Management of dashboards & metrics

Responsible for generating business impact for the clients using the CI methodologies and frameworks  
Be the cultural change agent, Drive robust governance with stakeholders & Risk Assessments  
Collaborate with various departments, offshore/onshore support personnel, and vendors to meet business needs  
Ability to demonstrate outstanding interpersonal and communication skills with the ability to communicate across various levels of associates within a highly matrixed organization  
Validated ability to work efficiently in a team setting as well as independently

Qualifications we seek in you! 

Minimum qualifications 

Excellent Project Management experience – Designing and driving small to large scale improvement & transformation projects   
Excellent Problem Solving & Analytical bent of mindset  
Lean & Green Belt Trained, Tested, Certified

Good knowledge on Automation + Robotics + Other digital technologies  
Technology/ Digital / Automation awareness - Ability to come up with creative solutions to address customer needs  
Ability to engage effectively with Senior Leadership, Customers and people from all levels of the organization – good Communication Skills  
Ability to work independently with a sense of urgency   
Critical thinking & accountability

Good Leadership, consultative & partnering skills required  
Openness to new ideas and diverse cultures   
Relevant experience in the design, implementation, and administration of Digital transformation projects

Preferred Qualifications/Skills 

Domain SME Preferred – Contact Centre Operations – Good Customer Service / Collections Operations background would be an advantage

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.

Workforce Management (Real Time Analysts/Report Analyst)

About Genpact PH