Senior Workforce Management & Capacity Planner

Genpact Services LLC; Muntinlupa; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Genpact Services LLC is inviting applications for the role Work Force Management - Manager. The position focuses on creating and maintaining schedules to ensure coverage aligns with contractual requirements across business functions, while balancing productivity, service levels, shrinkage, and agent preferences.

You will monitor RTM, queues, occupancy, adherence, and SLA performance and lead intraday decisions on skilling, overtime, and breaks.

Qualifications

• Experience in workforce management and staffing optimization.
• Strong analytical skills and data-driven decision making.
• Ability to translate forecasts into actionable schedules.

Responsibilities

• Create and maintain employee schedules to ensure coverage delivers to contractualrequirements across all business functions.
• Balance productivity, service level goals, shrinkage, and agent preferences whiledesigning schedules.
• Ensure schedules align to formally locked forecast hours and contractual capacity commitments.
• Proactively identify future capacity risks and elevate to client in advance.
• Participate in monthly forecast preview and lock cycles, confirming staffing feasibility prior to sign-off.
• Real-Time Management (RTM).
• Monitor queues, SLAs, occupancy, adherence, and shrinkage to maintain operational performance.
• Execute intraday decision-making such as skilling, pull-outs, overtime, and breaks.
• Alert operations about performance deviations and drive corrective actions.
• Urgently notify the client of any operational impacts, including technical issues,downtime, or anticipated disruptions.
• Escalate immediately if performance deviates from locked commitments or if capacity cannot meet contractual hours.
• Manage the RTA team to ensure full coverage of queue monitoring and timely response to all client communication channels, with immediate action taken as needed (e.g., staff reallocation).
• Provide daily intraday performance updates and recovery actions when SLA oroccupancy risk is identified.
• Preparing Power BI Reports
• Design, automate, and publish daily/weekly/monthly WFM reports.
• Provide actionable insights to management using KPI dashboards (AHT, SLA,Adherence, Shrinkage, Occupancy, Forecast Accuracy, etc.).
• Ensure reporting clearly reflects:Locked hours vs scheduled hours, Scheduled vs delivered hours Adherence and shrinkage performance, Capacity gaps against commitments
• Collaborate with cross-functional teams to drive performance improvements.
• Participate in monthly lock, adherence, and true-up reconciliation process with fulldocumentation of variances and root causes.
• Lead and support weekly staffing calls with client for staffing insights (2 week to 2 month outlooks, past performance impacts versus planned assumptions)
• Deliver timely and consistent reporting to the client on technical issues impacting staffing, ensuring full transparency and providing a comprehensive root cause analysis (RCA) following resolution.
• Lead forecasting alignment with the client by validating feasibility of forecasted hours and escalating any capacity gaps prior to lock.
• Provide actionable guidance to optimize performance and capacity planning.

Skills

Forecasting accuracy

Stakeholder management

Tools

Power BI

MS Excel

IEX

Job description

Genpact Services LLC is inviting applications for the role Work Force Management - Manager. The position focuses on creating and maintaining schedules to ensure coverage aligns with contractual requirements across business functions, while balancing productivity, service levels, shrinkage, and agent preferences.

You will monitor RTM, queues, occupancy, adherence, and SLA performance and lead intraday decisions on skilling, overtime, and breaks.