Specialist - Workforce Management 4A

1401 Genpact India Pvt. Ltd.; Dadri; Hybrid; INR 900,000 - 1,500,000; Full time

Job summary

Genpact India Pvt. Ltd. is seeking a Specialist - Workforce Management to lead a small team of RTAs and ensure staffing plans meet service level goals. You will forecast demand, monitor attendance, and drive schedule optimization in a hybrid work setting.

The role emphasizes data-driven decision-making, collaboration with stakeholders, and continuous process improvements to enhance efficiency and accuracy in workforce planning.

Qualifications

• Bachelor’s degree in a commerce/analytics related field.
• Postgraduate degree like MBA is preferred.
• Professional certifications CCP, PHR or SHRM-SCP are advantageous.

Responsibilities

• Lead and manage a team of 4–5 RTAs.
• Monitor and optimize staffing to meet SLAs and attendance.
• Forecast headcount and staffing needs based on historical data.
• Develop real-time and long-term staffing plans.
• Contribute to process improvements and Lean/Six Sigma initiatives.

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

Education

Bachelor's or Master’s degree in Commerce/Economics/Finance/Business/Analytics

Certified Compensation Professional (CCP) - Workday

Professional in Human Resources (PHR)

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
• 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
• Additional Job Location - 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

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s 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.

We're an agentic and advanced technology solutions company that runs mission-critical operations for the world's leading companies, while building and deploying the agentic products and technology that power those operations.

Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you'll be in it. At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world's leading companies operate.