Specialist - Workforce Management 4A

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Dadri; Hybrid; INR 1,400,000 - 2,000,000; Full time

Job summary

Genpact is seeking a Specialist - Workforce Management in India to lead a team of 4-5 RTAs and manage workforce planning, scheduling, and SLA adherence for regional operations.

You will analyze data, forecast headcount, publish daily efficiency reports, and drive process improvements using Lean/Six Sigma principles while collaborating with management to optimize performance.

Qualifications

• Team leadership and contact center workforce management experience.
• Strong analytical skills including forecasting and data analysis.
• Experience with SLA management and staffing optimization.

Responsibilities

• Manages a team of 4-5 RTAs
• Monitors and manages activities to support SLAs for Philippines
• Monitors real-time agent schedule adherence
• Monitors attendance
• Optimizes breaks relative to schedules
• Conducts root-cause analysis of SLA deviations and action plans
• Inputs daily exception requests and updates schedules
• Administers entitlement planning and scheduling
• Produces and analyzes daily efficiency reports
• Publishes reports for stakeholders
• Attends centralized or site management meetings
• Supports Lean/Six Sigma process improvements
• Other tasks as required
• Knowledge on collections is an advantage
• Forecasts headcount and staffing requirements
• Analyzes historical data to forecast staffing needs
• Develops real-time and long-term staffing plans
• Monitors and adjusts scheduling to meet service goals
• Collaborates with management to optimize workforce performance
• Identifies trends and proposes process improvements to increase efficiency

Skills

Team leadership

SLA management

Workforce planning

Data literacy

Data visualization

English proficiency

Critical thinking

Collaboration tools

Generative AI

Executive presence

Stakeholder management

Storytelling

People leadership

Personal effectiveness

Agile methodology

Education

Bachelor?s degree in Commerce/ Economics/ Finance

Master of Business Administration

Master of Business Analytics

Tools

Workday

SHRM-SCP

Job description

Specialist - Workforce Management

Ready to turn bold ideas into real-world impact? At Genpact, we don't just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we're at the forefront of it. Genpact's AI Gigafactory , our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI , our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world's leading enterprises.

Get to know us at genpact.com and on LinkedIn , YouTube , X , and Facebook .

Job Description

• Manages a team of 4-5 RTAs
• Monitors and manages activities to support service level agreements for Philippines
• Monitors real-time agent schedule adherence
• Monitor attendance
• Optimizes breaks the day of or day before the actual schedule
• Conducts root cause analysis of SLA deviations, action plan development and resolution
• Inputs daily exception request then updates schedules
• Administers entitlement planning and scheduling
• Produces and analyzes daily efficiency reports
• Publish reports required by stakeholders
• Attends centralized or site management meeting, as required
• Supports process improvements, Lean/Six Sigma projects
• Other assigned tasks as required by the business
• Knowledge on collections is an advantage
• Forecast required Head Count for incoming business (Staffing requirement and forecasting)
• Analyze historical data to forecast future staffing needs
• Develop and maintain real-time and long-term staffing plans
• Monitor and adjust scheduling to meet service level goals
• Collaborate with management to optimize workforce performance
• Identify trends and recommend process improvements to enhance efficiency

Qualifications

Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics

Certifications

• Certified Compensation Professional (CCP) - WorkdayWorkday
• Professional in Human Resources (PHR) - Symbiosis Instute of Distant LearningSymbiosis Instute of Distant Learning
• SHRM-SCP - Society for Human Resource Management (SHRM)Society for Human Resource Management (SHRM)

Required Skills

• Agile Methodology
• Change Management
• Client Relations
• Collaboration Tools
• Critical Thinking
• Data Literacy
• Data Visualization
• Executive Presence
• Generative AI
• People Leadership
• Personal Effectiveness
• Stakeholder Management
• Storytelling

Language

English (Required)

Language Proficiency - Upper Intermediate - B2

Job Type

Regular

Master Skill List

Workforce Management

Remote Type

Hybrid

Work Shift

Evening Job (India)

Why join Genpact?

• Lead AI-powered transformation - Drive innovation and solve real-world business challenges that matter
• Make an impact - Help global enterprises solve business challenges that matter
• Accelerate your career - Gain hands‑on experience, mentorship, and world‑class learning opportunities to stay ahead
• Work with the best - Join 140,000+ 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

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.