Sr. Associate - Workforce Management 5B

3502 Servicios Internacionales De Atencion Al Cliente, Limitada; Dadri; Hybrid; INR 500,000 - 720,000; Full time

Job summary

Genpact in India is hiring a Sr. Associate - Workforce Management to balance real-time scheduling, SLA tracking, and optimization of staffing with Lean/Six Sigma-driven improvements.

The role involves collaborating with operations and HR to forecast needs, develop schedules, and drive workforce efficiency in a hybrid work environment. The position requires strong data literacy, stakeholder management and experience in workforce planning; English proficiency (Upper Intermediate - B2) is

Qualifications

• Bachelors or Masters degree requirements as listed; MBA/Analytics are preferred.
• English language proficiency (Upper Intermediate - B2).
• Experience in workforce management and AI-enabled scheduling is advantageous.

Responsibilities

• Monitors and lead activities to support service level agreements.
• Monitors real-time agent schedule alignment.
• 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 requests and updates schedules.
• Coordinates entitlement planning and scheduling.
• Produces and analyzes efficiency reports.
• Attends centralized or site management meetings as required.
• Supports process improvements, Lean/Six Sigma projects.
• Performs other assigned tasks as required by the business.
• Experience in workforce management—real-time and floor management, crafting SOPs, and SLA management is a plus.
• Comfortable discussing with operations.
• Has intermediate computer skills and can navigate multiple windows/applications.
• Develops and implements workforce planning strategies.
• Monitors and analyzes workforce metrics to ensure optimal staffing levels.
• Collaborates with HR and management to forecast future staffing needs.
• Creates schedules and allocates resources to meet operational requirements.
• Identifies training and development needs to enhance performance.
• Utilizes workforce management software to optimize scheduling and productivity.

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 degree in Commerce

Bachelor's degree in Economics

Bachelor's degree in Finance

Master's in Business Administration

Master's in Business Analytics

Job description

Sr. Associate - 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

• This is a full time role and would involve balancing various tasks like the following (indicative - but not limited to
• Monitors and lead activities to support service level agreements
• Monitors real-time agent schedule alignment
• Optimize 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
• Coordinates entitlement planning and scheduling
• Produces and analyzes efficiency reports
• Attends centralized or site management meeting, as required
• Support process improvements, Lean/Six Sigma projects
• Other assigned tasks as required by the business
• Previous experience in workforce management - real-time and floor management, crafting workforce SOPs, and SLA management is an advantage
• Comfortable to have discussions with operations
• Intermediate, computer skills with the ability to navigate multiple windows applications and use searching tools to find information
• Develop and implement workforce planning strategies
• Monitor and analyze workforce metrics to ensure optimal staffing levels
• Collaborate with HR and management to forecast future staffing needs
• Create schedules and allocate resources to meet operational requirements
• Identify training and development needs to enhance workforce performance
• Utilize workforce management software to optimize employee scheduling and productivity

Qualifications

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

Certifications

• Certified Compensation Professional (CCP) - WorkdayWorkday, Certified Professional in Learning and Performance Certification (CPLP) - SC. Stefconsult SRLSC. Stefconsult SRL, 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

Equal Opportunity Employer Statement

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 v