Workforce Management Lead — AI-Powered Operations

Genpact Services LLC; Taguig; Hybrid; PHP 600,000 - 800,000; Full time

Job summary

Genpact is inviting applications for the role Work Force Management - Assistant Manager in the Philippines. The role focuses on monitoring schedules, adherence, attendance, and reporting to ensure service levels are met across sites.

Ideal candidates have college graduate status with experience in Workforce Management, strong communication, and proficiency in Excel and Power Apps. The position emphasizes process improvements and Lean/Six Sigma collaboration.

Qualifications

• College graduate with relevant Workforce Management experience.
• Excellent verbal and written communication skills.
• Strong Excel and presentation abilities.
• Attention to detail with fast response times.

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 meetings, as required.
• Supports process improvements, Lean/Six Sigma projects.
• Other assigned tasks as required by the business.

Skills

Communication skills

Excel

Presentation skills

Attention to detail

Workforce management

Education

College degree

Tools

Microsoft Power Apps

Job description

Genpact is inviting applications for the role Work Force Management - Assistant Manager in the Philippines. The role focuses on monitoring schedules, adherence, attendance, and reporting to ensure service levels are met across sites.

Ideal candidates have college graduate status with experience in Workforce Management, strong communication, and proficiency in Excel and Power Apps. The position emphasizes process improvements and Lean/Six Sigma collaboration.