Responsible for establishing and maintaining optimal processes, procedures, and staffing levels necessary to maximize productivity and efficiency within assigned operations.
Essential Job Functions
Oversees and controls workflow and work distribution; coordinates the activities of team members in order to ensure efficient and quality execution of their responsibilities. Accountable for overall performance of assigned personnel. Functions as a liaison between employees and manager to facilitate the accomplishment of Workforce Management goals. Maintains communication by holding regularly scheduled team meetings. Conducts new hire training to educate new employees on Workforce Management guidelines and procedures. Recommends and carries out programs or procedures designed to meet the administrative technical training and overall development needs of all assigned personnel. Monitors the training and development of employees; provides consistent coaching and feedback. Reviews tracking mechanisms to monitor and report results of staffing, scheduling, and call/transaction volume analysis; makes appropriate recommendations for changes in strategy and tactics. Contributes to the analysis, problem solving, and planning of the overall Workforce Management strategy, including long and short-term planning. Reports recommendations to Workforce Management Manager and assists with management decisions on the Workforce Management process. Coordinates activities with managers and supervisors as necessary to accomplish results. Promotes positive interaction and professional relations between team and employees. Responsible for compliance with published company procedures. Continues to build personal skill set by participating in in-house or outside insurance / industry related courses / seminars as deemed necessary to expand product / system and best practices knowledge. Performs other functions as assigned.
Requirements
Analytical skills, Microsoft Office suite, Cisco and IEX, workforce management tools, Demonstrated written communication skills, Strong verbal communication and listening skills, Critical thinking and Problem Solving. Statistical and forecasting experience in a customer focused or comparable environment, including one year in a supervisory or management capacity, Leadership and people management skills
Total Experience: 04 to 06 Years
Work Timings (India) : 06:30 PM to 03:30 AM IST
Benefits
Competitive compensation and benefits package:
- Competitive salary and performance-based bonuses
- Comprehensive benefits package
- Career development and training opportunities
- Flexible work arrangements (remote and/or office-based)
- Dynamic and inclusive work culture within a globally renowned group
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Training & Development
Note: Benefits differ based on employee level.
About Capgemini
Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023.