Senior Manager Work Force Management (WFM) Contact Center

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.
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We are inviting applications for the role of Senior Manager Work Force Management (WFM) Contact Center
The Call Center Workforce Manager will manage the operational activities of the call center which includes the forecasting scheduling and ensuring staffing levels are sufficient to meet service and productivity goals.
The Contact Center Workforce Manager leads a centralized workforce management staff responsible for support of Contact Center operational functions that include forecasting scheduling and management of intra-day performance and service for a multi-site multi-skilled 24 x 7 Contact Center operations. The workforce consists of agent groups responsible for handling front and back-office operations including inbound and outbound communications via phone chat and back office.
Implements best practices in workforce management to ensure consistent procedures and data-driven timely decisions. Workforce Management activities are performed to maximize efficiency while meeting requirements for the organizations vision mission and customer strategies. Knowledgeable of emerging industry trends
Responsibilities
Leads the Contact Center planning and staffing process. Analyzes hours delivery model and plan for future staffing needs. Ensures contact center and staffing models include accurate updated information. Captures stores and reports on historical statistics (service level production hours delivery forecast accuracy etc.) and provides root-cause analysis and business impact analysis for all performance variances.
Reports the workload trends and staffing requirements to management and executive leadership teams on a weekly basis.
Communicates necessary adjustments to workforce requirements based on dynamic forecasts; re-forecasts when necessary.
Lead the client interaction for WFM practices analysis RCA planning etc. Represent WFM team.
Accountable for timely delivery of agent schedules developed by Workforce Analysts. Oversees proactive scheduling of discretionary activities such as training meetings and overtime. Ensures schedules make effective use of resources while meeting service objectives and scheduling accuracy goals.
Oversees the team & maintains the Verint Workforce Management (WFM) Platform utilized for scheduling tracking monitoring and reporting the daily/monthly hours delivery.
Works in partnership with recruitment team to coordinate the hiring new employees opening indents based on future needs and co-ordinate with recruitment team to ensure timely delivery of new hires
Review maintain and publish account billing accruals and invoicing including coordinating with customers to ensure invoice are released within time and accurately
Will also be responsible to lead a team of Reporting Analyst and Reporting Manager. Should be proficient in call center reporting and provide mentorship and guidance to the team to ensure timely reporting of call center reports and dashboard

Qualifications we seek in you!
Minimum qualifications
Bachelors Degree with Contact Center Workforce Management experience. Experience as Workforce Analyst and WFM Supervisory/Management experience
Understanding of Call Center technology to include WFM solutions IVRs ACDs ACD reporting and contact routing strategies. Erlang modeling.
Self-motivated and must excel in a minimally managed high profile position. Ability to work independently with efficient time management skills adapt to changing priorities meet deadlines and work well under pressure.
Advanced mathematical skills knowledge of and ability to calculate statistics. Strong analytical and problem solving skills with the ability to define problems collect data establish facts and draw valid conclusions. Strong attention to detail
Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel within the organization including presenting information and responding to questions from groups of managers senior leadership and executive levels.
Skill in establishing and maintaining effective working relationships.
Ability to lead coach and develop staff. Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority
Ability to manage multiple programs/projects simultaneously. Experience handling multiple tasks simultaneously in a fast-paced environment as an individual contributor or team member
Proficient in MS Word MS Excel MS PowerPoint

Preferred qualifications
Extensive experience in using workforce management software solutions preferably Verint.
Extensive experience with forecasting capacity planning and statistical analysis.
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.