Wfm Supervisor ID-5680
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Work Location: Chai Chee Road, Singapore
The WFM Supervisor will handle day-to-day operations Workforce Management in a 24 by 7 environment, produce high quality workforce data and information to support workforce planning, monitoring and maintenance of service level targets
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**Responsibilities**
The Supervisor responsibilities include but are not limited to the following:
- Produce high quality workforce data and information to support workforce planning, monitoring and maintenance of service level targets
- Provision of timely, accurate and relevant reporting to support business processes with a view to review, prioritise, streamline and automate existing operational reporting ensuring the reports that are produced provide high value with mínimal manual effort.
- Provide efficient, effective rostering and scheduling for improved delivery of service level at real time, daily, weekly, monthly and annual levels
- Regularly monitor volume flow trends to identify existing roster Opportunities and produce “what if” scenarios identifying roster enhancement opportunities for overall operational excellence.
- Produce documented analysis and reporting on performance for decision making
- Experience in developing and managing the implementation of new systems and processes
**Qualification we seek in you**
Supervisor must meet the following education, work experience and other requirements:
- Outstanding customer service skills with strong communication in English - both oral and written skills. Ability to communicate effectively with all levels of management and peers, both internally and externally
- Microsoft Office suite across Word (Advanced), Excel (Advanced) and Power Point (Intermediate)
- High level written and verbal communication skills and an ability to collate and present meaningful reports
- Analytical skills, ability to research and resolve complex issues that support business objectives
- Contact Centre workforce management process knowledge (best practice)
What can we offer?
- Attractive salary
- Stable job offers
- Work in a multicultural and diverse environment
- Genpact supports professional trainings and great career development opportunities
- Free access to Genpact award-winning learning platform
