Specialist - Workforce Management 4A

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Gurugram District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Genpact in India is seeking a Specialist - Workforce Management to monitor real-time queue performance, staffing, service levels, occupancy, AHT and adherence, and publish intraday dashboards. You will collaborate with Operations, WFM and Team Leaders to mitigate risks and optimize capacity using Excel and Power BI.

Ideal candidates have strong analytical skills, knowledge of contact center metrics, and experience with Workforce Management principles.

Qualifications

• Strong analytical and problem-solving skills.
• Advanced MS Excel (Pivot Tables, Power Query, Lookup Functions).
• Knowledge of Power BI dashboards.
• Understanding of contact center metrics and workforce management principles.
• English language proficiency.

Responsibilities

• Monitor real-time queue performance, staffing levels, service levels, occupancy, AHT, adherence.
• Identify risks to SLA and KPI performance and recommend corrective actions.
• Publish intraday performance updates and real-time dashboards.
• Coordinate with Operations, Team Leaders, and WFM teams to mitigate interval-level risks.
• Support incident management and business continuity activities.

Skills

Workforce management

Analytics

Power BI

Excel

Stakeholder management

Data visualization

Generative AI

Education

Bachelor's - Commerce

Bachelor's - Economics

Masters - Business Analytics

Tools

NICE IEX

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

• Monitor real-time queue performance, staffing levels, service levels, occupancy, AHT, adherence, and productivity.
• Identify risks to SLA and KPI performance and recommend corrective actions.
• Manage offline activities, schedule changes, breaks, meetings, coaching sessions, and shrinkage events.
• Coordinate with Operations, Team Leaders, and WFM teams to mitigate interval-level risks.
• Publish intraday performance updates and real-time dashboards.
• Conduct interval-based analysis and provide staffing recommendations.
• Track schedule adherence and communicate deviations to stakeholders.
• Support incident management and business continuity activities.

MIS & Reporting

• Generate daily, weekly, monthly, and ad-hoc reports.
• Develop and maintain dashboards using Excel, Power BI, Looker, or similar reporting tools.
• Analyze operational metrics including:
• SLA
• AHT
• Occupancy
• Productivity
• LA
• Utilization
• Shrinkage
• Forecast vs. Actual Variance
• Ensure data accuracy and integrity across all reports.
• Automate recurring reports and reporting processes.
• Provide trend analysis, root-cause analysis, and actionable insights to leadership.
• Support stakeholder requests for reporting and analytics.

Workforce Planning Support

• Assist in maintaining rosters and schedules.
• Support capacity planning activities.
• Validate headcount and staffing information.
• Track training, meetings, and other non-production activities impacting capacity.

Required Skills

• Strong analytical and problem-solving skills.
• Advanced MS Excel (Pivot Tables, Power Query, Lookup Functions, Macros preferred).
• Knowledge of Power BI dashboards.
• Understanding of contact Center metrics and workforce management principles.
• Strong communication and stakeholder management skills.
• Ability to work in a fast-paced and dynamic environment.
• Attention to detail and high accuracy levels.

Preferred Tools

• NICE IEX

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 -

Intermediate - B1

Job Type

• Regular

Master Skill List

• Workforce Management

Remote Type

• Office

Work Shift

• Rotating (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, cit