Management Trainee

3 weeks ago

Metro Manila, Philippines Genpact Services LLC Full time

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.   

Inviting applications for the role of Management Trainee, Customer Care 

In 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 

  • Attend to more complicated reporting requirements as required by business 

    • 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 

                                    • 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 

                                              • Excellent verbal communication and customer service skills 

                                                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. Get to know us at www.genpact.com  and on X, Facebook, LinkedIn, and YouTube. 

                                                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.   

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