Senior Manager WFM

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 Work Force Management - Senior Manager
Responsibilities
Create and maintain employee schedules to ensure coverage delivers to contractual
requirements across all business functions.
Balance productivity service level goals shrinkage and agent preferences while
designing schedules.
Ensure schedules align to formally locked forecast hours and contractual capacity
commitments.
Proactively identify future capacity risks (attrition training pipeline shrinkage trends) and escalate to client in advance.
Participate in monthly forecast preview and lock cycles confirming staffing feasibility prior to sign-off.
Real-Time Management (RTM)
Monitor queues SLAs occupancy adherence and shrinkage to maintain operational performance.
Execute intraday decision-making such as skilling pull-outs overtime and breaks
optimization.
Alert operations about performance deviations and drive corrective actions.
Urgently notify the client of any operational impacts including technical issues
downtime or anticipated disruptions
Escalate immediately if performance deviates from locked commitments or if capacity cannot meet contractual hours.
Manage the RTA team to ensure full coverage of queue monitoring and timely response to all client communication channels with immediate action taken as needed (e.g. staff reallocation).
Provide daily intraday performance updates and recovery actions when SLA or
occupancy risk is identified.
Preparing Power BI Reports
Design automate and publish daily/weekly/monthly WFM reports.
Provide actionable insights to management using KPI dashboards (AHT SLA
Adherence Shrinkage Occupancy Forecast Accuracy etc.).
Ensure reporting clearly reflects:
oLocked hours vs scheduled hours
oScheduled vs delivered hours Adherence and shrinkage performance
oCapacity gaps against commitments
Collaborate with cross-functional teams to drive performance improvements.
Participate in monthly lock adherence and true-up reconciliation process with full
documentation of variances and root causes.
Tools & Technical Expertise
Expertise in Power BI to create impactful dashboards and visualizations.
High proficiency in MS Excel PowerPoint and other MS Office tools for data handling and presentations.
Experience in IEX.
Maintain accuracy of workforce management systems including:
oRoster integrity
oMU assignments and skilling
oShrinkage coding standards
oAgent availability updates
Validate headcount and system data regularly and notify client of discrepancies.
Partner with operations HR training and leadership to support staffing and productivity decisions.
Develop capacity models and business cases for hiring training and headcount
planning.
Support continuous improvement initiatives and contribute to strategic transformation projects.
Lead and support weekly staffing calls with client for staffing insights (2 week to 2 month outlooks past performance impacts versus planned assumptions)
Deliver timely and consistent reporting to the client on technical issues impacting
staffing ensuring full transparency and providing a comprehensive root cause analysi (RCA) following resolution.
Lead forecasting alignment with the client by validating feasibility of forecasted hours and escalating any capacity gaps prior to lock.
Provide actionable guidance to optimize performance and capacity planning.
Qualifications we seek in you!
Minimum qualifications
Graduate in Any stream

Preferred qualifications
WFM Professional with Relevant experience.

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.