Process Developer
Genpact Indi
Total years of experience :7 years, 0 Months
of my tenure with Genpact, I was working as a Senior
Planning, Scheduling, Real Time Monitoring and Reporting of more than 150 resources of the Voice Based Operations Team.
•Real-time agent adherence comparison of planned agent activities to actual activities throughout the day.
•Real-time monitoring of forecasted and actual call volumes.
•Reviewing breakdown of adherence to activities, managing exceptions and imparting required feedback to agents.
•Working with Team Managers and Process Owners to ensure that all parameters like Commitment, Utilization and Shrinkage are met for the smooth functioning of operations.
•Generating various kinds of reports describing process performance/health.
•Process Data analysis along with collection and maintenance of confidential information.
•Working rigorously with Operations Team on KPI targets and their achievement.
•Sending all bench replacement data to client for every shift.
•Helping client in the creation of new ID’s for new starters and helping them in the termination of the unused old ID’s, etc.
Responsibilities handled
I have worked with Genpact India from May 2009 to April 2016, at Gurgaon, India. For the last three years (2013-2016) of my tenure with Genpact, I was working as a Senior Process Developer with the Business Analysis Team. I was taking care of the planning, scheduling and management of the entire workforce providing voice-based business services to one of the leading Utility Service providers of UK.
For the initial four years with Genpact, I worked as a Senior Process Associate with the Professional Liability Insurance team providing Underwriting Services to one of the World’s largest Reinsurance companies.
Took a career-break in May 2016 to be a mother and moved to Muscat, Oman in May 2016 on a dependent visa with my husband. Eagerly looking forward to starting my career again.
•Performing Underwriting Assistant duties for the Professional Liability Insurance Team Underwriters sitting in USA, of a leading Global reinsurance company.
•Loading data into various client systems along with Auditing and Training resources for 19 different work types/activities of the Professional Liability Insurance team.
•Preparing and pitching Dashboards depicting process performance and health to the team, client and management every month.
•Performing Work Allocation related activities for my team
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