Process Developer WFM Analyst

Noida - India

Monthly Salary: Not Disclosed

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Job Summary

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 Analyst Process Developer.
Responsibilities
Scheduling & Staffing
Create and maintain employee schedules to ensure optimal coverage across all
business functions and contractual requirements.
Balance productivity service level goals shrinkage and agent preferences while
designing schedules.
Ensures schedules align to formally locked forecast hours and approved staffing plans.
Identify and escalate staffing gaps that may impact service levels or contractual
commitments.
Coordinate intraday schedule adjustments in partnership with RTM based on business
needs.
Maintain visibility into upcoming attrition training classes PTO and shrinkage trends to
proactively flag capacity risks
IEX Knowledge is Required

Reporting & Analytics
Design automate and publish daily/weekly/monthly WFM reports.
Provide actionable insights to management using KPI dashboards (AHT SLA
Adherence Shrinkage Occupancy ACW Forecast Accuracy etc.).
Report on locked hours vs scheduled hours vs delivered hours and highlight variances
Participate in monthly forecast adherence and true-up reconciliation processes.
Collaborate with cross-functional teams to drive performance improvements.

Tools & Technical Expertise
High proficiency in MS Excel PowerPoint and other MS Office tools for data handling
and presentations.
Experience in IEX .
Maintain accuracy of workforce systems including: roster integrity skill assignments
shrinkage coding standards agent availability updates
Validate headcount and system data regularly and notify leadership of discrepancies
impacting performance metrics.
Operational Collaboration
Partner with operations HR training and leadership to support staffing and productivity
decisions.
Provide capacity inputs develop capacity models and staffing recommendations to
support hiring training and headcount planning.
Support continuous improvement initiatives and contribute to strategic transformation
projects.
Participate in weekly staffing reviews and provide a 2-week to 2-month outlook on
staffing health and risk.
Qualifications we seek in you!
Minimum Qualifications
Graduate in Any stream

Preferred Qualifications/ Skills
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.

Required Experience:

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.