Manager - Work Force Managment

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.

We are inviting applications for the role of Manager Work Force Management (WFM)
Responsibilities
Will act as a liaison between the GCC and Site WFM teams.
Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis
Administration of communication to and from Operations and other support departments
Collection and analysis and reporting of historical center/agent performance statistics
Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting
Work with Human Resources Recruiting and Training to coordinate the hiring and training of new employee resources
Oversee short-term workload forecasting and scheduling philosophy of schedule assignments
Oversee proactive scheduling of discretionary activities such as training meetings overtime and under time
Oversee intraday management of scheduling procedures analysis of real time workload requirements and call routing to manage performance to service level requirements
Problem Solving: Should be tactical and be able to solve day to day operational challenges and should be able to understand delivery metrics
Manage WFM personnel on site and remote.
Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed.
Qualifications we seek in you!
Minimum qualifications
Any Graduate (PG added advantage)
Advanced knowledge of MS products particularly Excel
Analytical Able to analyze data and draw insights
Knowledge of Contact Centre methodologies and operational principles
Excellent communication skills
High level of accuracy and attention to detail

Preferred qualifications
Innovative and able to influence others
Contact Centre Workforce Management experience
Contact Centre tools: IEX Avaya Erlang etc.

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.