Specialist - Workforce Management 4A

1401 Genpact India Pvt. Ltd.; Jharsa; On-site; INR 600,000 - 900,000; Full time

Job summary

Genpact in India is seeking a Specialist - Workforce Management to monitor queue performance, staffing, and productivity, and to identify risks to SLA and KPI.

You will publish intraday updates, conduct interval-based analysis, and collaborate with Operations and WFM teams. The role emphasizes data reporting, dashboards, and capacity planning. A background in business analytics and strong communication is desired.

Qualifications

• 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.

Responsibilities

• 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.

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

Education

Bachelor's in Commerce

Bachelor's in Economics

Bachelor's in Finance

MBA

Masters in Business Administration

CCP - Workday

PHR - SHRM

SHRM-SCP

Tools

NICE IEX

Excel

Power BI

Looker

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.

Preferred Tools

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.

Additional Job Location - 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, 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.