Process Developer RTM Specialist

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 Real Time Monitoring (RTM) Specialist Process Developer.
Responsibilities
Support the delivery of service levels and productivity targets for the site and
marketplaces he/ she is supporting.
Participates in weekly review discussions/Calls
Ensure intraday execution aligns to formally locked forecast hours and contractual
commitments.
Responsible for the assignment of tasks to the operations by optimizing the usage of workforce.
Monitor queues SLAs occupancy adherence and shrinkage in real time to maintain operational performance.
Monitor and enforce schedule adherence and shrinkage in real-time.
Execute intraday decision-making such as skilling pull-outs overtime VTO and break optimization to mitigate SLA and occupancy risk.
Escalate immediately if performance or capacity deviates from committed levels or if SLA risk is identified
Identify repeat adherence gaps and escalate to operations leadership.
Provide structured intraday performance updates when performance thresholds are breached including recovery actions taken and expected impact.
Support adherence to established planning standards (Average Handle time Shrinkage Attrition and highlight deviations impacting performance.
Work with operational and support teams to effectively plan short term non-productive time and mitigate impact to service levels.
Work closely with data associates and team managers to pro- actively identify issues and take appropriate actions to minimize operational impact.
Conduct root cause analysis (RCA) on SLA misses occupancy gaps or adherence
issues and implement corrective actions.
Use data to drive decisions related to operational issues and highlight issues to
negotiate with customers on the nonstandard expectation with managers engagement support.
Track and report progress on key metrics specific to functional area
Conducts regular audits of activities related to functional area and educates the team on quality errors (if applicable)
Validate agent skilling queue assignments and workforce system configurations to
ensure accuracy in performance reporting.
Notify leadership of any system discrepancies (e.g. roster skilling coding errors) that may impact SLA occupancy or adherence standards.
Drive special projects designed to maximize efficiency and increase production and
quality.
Ability to deal with ambiguity easily solve for both service level problems and the
challenges of minute- to- minute change will be necessary
Ability to push back foresee potential issues and advocate for relentless improvement.
Comfort/ experience communicating and influencing across job levels with both internal and external partners is a must
Ability to make independent sound decisions on business and systems impact
Proven planning and time management skills with the ability to deal with multiple
demands on time and deal with ambiguity.
Flexibility to work in shifts

Qualifications we seek in you!
Minimum qualifications
Bachelor s degree in any stream

Preferred qualifications:
Real Time Monitoring (RTM) Scheduling experience in a Call Center or similar environment/ industry.
Fairly good understanding of Production Environment Metrics (such as Forecasting AHT Shrinkage Overtime and FTE s)

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.