Senior Manager– WFM (Work Force Management)

Ready to shape the future of work
At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving tech-driven environment love solving real-world problems and want to be part of a team thats shaping the future this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook. And as you help us create a better world we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better.

Inviting applications for the role of Senior Manager WFM (Work Force Management)!

The Workforce Planner prepares and produces work volume and staffing forecast dashboards as well as comparative data on results vs. forecasts identifies opportunities for improvement and recommends solutions. This position provides workforce management scheduling and load balancing requirements for work peaks and valleys. The Workforce Planner adjust and recommendations for optimizing scheduling to maximize service and quality.

Solid understanding of WFM fundamentals. Proven experience in the design development and implementation of strategic workforce planning with a very strong focus and ability to execute in a diverse/matrixed organizational environment

This position is responsible for establishing procedures and processes for the location associated with staffing scheduling forecasting and planning.

Responsible for design and implementation of scheduling and capacity planning to support contact center locations.

Build develop and lead Resource Planning into a highly responsive team that meets the required standards and deliver on critical staff planning activities:

Planning for the day (volume forecasting staff scheduling)

Planning for the Week (making scheduling adjustments including OT plans)

Forecasting for the month and measuring results.

Ensure clear goals objectives and performance standards are established and communicated across all levels within the team and for cross-functional partners.

Develop/manage capacity planning tools to accurately forecast customer volume via various channels hourly daily and monthly. Translate this information into hiring forecasts and staff schedules. Optimize schedule placement to best match volume arrival patterns.

Analyze volume drivers by source handle time root cause to effectively identify event avoidance and contact reduction opportunities.

Utilize forecasting/staffing information to properly support the contact center Operations in terms of seat capacity work locations workstations hardware etc.

Regularly review team procedures and process flows to ensure that they meet guidelines.

Ensures adherence with all key performance indicators for assigned lines of business (including but not limited to adherence)

Review weekly staff plan with recruiting operations finance and executive leadership

Attends daily weekly and monthly staff and operational meetings as requested.

Research and recommend process improvement solutions ensure efficiency and currency of the established procedures to achieve optimum performance levels for the contact center operations.

Provide constant reviews and feedback on areas of potential risks and threats to identify these risk elements and take appropriate corrective and/or preventive measures.

Partner with various business verticals to enhance WFM support in newer and unexplored disciplines

Propose Plan and Implement new WFM capabilities and initiatives with Executive Leadership.

Define and communicate Governance Structure objectives and operational guiding principles.

Should aim at reducing costs improve service levels optimize customer satisfaction

Highly developed interpersonal skills with the ability to establish and maintain positive working relationships with stakeholders and clients at all levels including people of different cultures.

Qualifications we seek in you!

Minimum qualification

Any Graduate or Post Graduate

Relevant experience required in Workforce Management with experience in real time service level.

Preferred qualifications

Advanced user of MS Excel and working experience in other Windows based programs (Word PowerPoint etc.). Working knowledge of MS Project preferred.

Ability to organize/analyze data in a structured manner using the information to build automated tools to access the data on a periodic basis.

Relevant experience with WFM software (Verint /Blue Pumpkin IEX eWFM etc.) preferred.

Drive for Results: must possess the ability to work under pressure meet deadlines and be accountable for performance.

Time Management: must be able to multi-task be detail oriented and demonstrate strong organizational skills.

Why join Genpact
Be a transformation leader Work at the cutting edge of AI automation and digital innovation
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your career Get hands-on experience mentorship and continuous learning opportunities
Work with the best Join 140000 bold thinkers and problem-solvers who push boundaries every day
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.

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 respect and integrity customer focus and innovation.

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.