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 Assistant Manager, ClaimsIn 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· Manages a team of 3-5 RTAs· 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· Excellent attendance record· 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 skillsGenpact 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 . Follow us on , , , and .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.
