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 enterprisesglobally.Through ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead.Powered by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow today.Get to know us atand onLinkedInXYouTube andFacebook.

Inviting applications for the role of Management Trainee - WFM Scheduler!

In this role one must have 1) Good knowledge of WFM tools like Nice Verint / IEX / Aspect eWFM Avaya CMS etc.) Intra-day will be beneficial 2) In-depth understanding of the various call center metrics and their relationship with each other & Good Knowledge of RTA Scheduling & Capacity planning

Responsibilities

Manage & Deliver Scheduling & Capacity Planning for WFM Team BSc/ Build Daily/Weekly/Monthly schedules for the respective LOBs using WFM tools Nice Verint IEX etc.

The Schedules are planned to ensure the Interval wise requirements are met and all SLA and also provision for the required training/meeting/coaching time

Review schedule plan vs requirements and raise request for shift changes indents

Implement processes for leave planning and incorporate the same in schedule model/plan

Provide weekly staffing view and SLA adherence to the internal team and Clients

Build Capacity plan on Monthly basis & scheduling on weekly basis and manage calls with client

Review and validate schedule adherence and make the required adjustments

Publish reports Staffing accuracy adherence absenteeism drill down/analysis. HC recon and validation.

Qualifications we seek in you!

Minimum Qualifications

with relevant years of working experience as a Real time analyst for an Inbound Process

Should have taken calls/chats in a Call center

Good communication (written and oral) and presentation skills

Comfortable presenting to group and providing coaching/feedback

Working knowledge of Microsoft Office Applications (Word PowerPoint Excel)

Preferred Qualifications/ Skills

High Energy and Commitment levels

Self-driven and self-motivated

Good problem-solving skills

with Knowledge of a WFM tools like Nice Verint Live Person etc.

Similar/equivalent tools - IEX / Aspect e-WFM Avaya CMS Basic use of Excel and reporting 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.