Management Trainee

Genpact

Quezon City, Metro Manila
Permanent
Full-time

16 days ago

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.We are inviting applications for the role of Management Trainee, Customer Care!In this role, you will be a part of the core sourcing team and drive different channels for timely delivery. Need to understand every requirement from business as it comes in and drive sourcing in the right directionResponsibilities· Manage front-end of WFM in real-time queue performance management – pro-actively delivering updates that impact service delivery· Monitor real-time adherence and communicate staffing discrepancies to stakeholders· Communicate and maintain a record of system, voice, and telecom issues to the department· Works with the team for the intraday reports and staffing· Real-time adherence, monitoring and communications· Analyze inbound call pattern and trends, and provides logical action to align staff as necessary· Maintain a strong relationships with the Operations leads and managers, to improve overall understanding and awareness of daily/weekly business impacts· Provide Operations the feedback, huddle timings, training schedules, and other off-the-phone activities· 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· Knowledge on collections is an advantageQualifications we seek in you!Minimum qualifications

College Graduate
Experienced as a WFM analyst

· Above average MS Excel skills, highly familiar with raw file report crafting, pivots and advance Excel formulas· Previous experience in workforce management – real-time and floor management, creating workforce SOPs, and SLA management is an advantage· Strong personal and interpersonal skills· Excellent attendance record· Excellent analytical skills· Willing to learn the ins and outs of any business· Able to work with minimal supervision

Good people connect with outstanding PR skills
Understanding on sourcing & market / competition
Eye for detail and quick response time

· Ability to drive compliance & process adherenceGenpact 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.

Genpact

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