Specialist - Workforce Management 4A

Genpact; Dadri; Hybrid; INR 700,000 - 1,200,000; Full time

Job summary

Genpact is seeking a Specialist - Workforce Management to lead a team of RTAs and ensure service levels for the Philippines with optimized agent scheduling. The role emphasizes data-driven planning, SLA analysis, and process improvements within a hybrid work model in India.

The ideal candidate will have a background in Commerce/Economics/Finance with an MBA or analytics focus, plus expertise in workforce analytics and compensation practices. English proficiency required.

Qualifications

• Candidates should hold a relevant bachelor's degree in commerce/economics/finance or an MBA with analytics.
• MBA or analytics-focused qualifications are preferred for strategic workforce planning.
• Experience or certifications in compensation/HR analytics add value.
• Strong grasp of Agile/Lean principles and data-driven decision making.

Responsibilities

• Manage a team of 4-5 RTAs and monitor SLA adherence for Philippines.
• Oversee real-time agent schedule adherence and attendance.
• Optimize breaks and scheduling to meet service levels.
• Conduct root-cause analysis of SLA deviations and implement action plans.
• Prepare daily efficiency reports and publish stakeholder reports.
• Support process improvements and Lean/Six Sigma projects.
• Forecast headcount and staffing needs based on historical data.
• Develop and maintain real-time and long-term staffing plans.

Skills

Agile methodology

Change management

Client relations

Collaboration tools

Data literacy

Data visualization

Executive presence

People leadership

Stakeholder management

Storytelling

Education

Bachelor's - Commerce

Bachelor's - Economics

Bachelor's - Finance

Masters - MBA

Masters - Business Analytics

Tools

Workday

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

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.