Workforce Manager - Management Trainee - English – On Site Johannesburg!

Genpact; Johannesburg; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A global technology services company located in Johannesburg is seeking a Workforce Manager - Management Trainee. This role involves analyzing performance data, collaborating with stakeholders, and optimizing outbound calling campaigns. Candidates should have a Bachelor's degree and experience as a Business Analyst in a contact center environment. This position offers opportunities for career growth in a dynamic environment focused on innovation.

Benefits

Hands-on experience

Career growth opportunities

Mentorship and continuous learning

Qualifications

• Minimum 2 years experience as a Business Analyst in a contact center environment.
• Advanced knowledge of MS Excel and experience with database management.
• Proven ability to interpret large datasets.

Responsibilities

• Analyze and interpret performance data for the account.
• Collaborate with stakeholders to deliver insights-driven recommendations.
• Create and present regular performance reports.

Skills

Analytical skills

Problem-solving skills

Communication skills

Time-management skills

Education

Bachelor’s degree in business administration, Analytics, Statistics

Tools

MS Excel

Power BI

Tableau

Job description

Overview

Inviting applications for the role for Workforce Manager- Management Trainee - English – On Site Johannesburg!

Genpact is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is driving AI and digital innovation across industries, including large-scale models and agentic AI, to help global enterprises work smarter, grow faster, and transform at scale.

Location: Johannesburg (On Site)

Responsibilities

• Analyze and interpret performance data for the account, identifying trends, variances, and opportunities for improvement.
• Attend to more complicated reporting requirements as required by business.
• Collaborate with stakeholders to design and deliver insights-driven recommendations that align with business goals.
• Work closely with internal and external stakeholders to optimize outbound calling campaigns, ensuring efficient use of resources and high contact rates.
• Monitor, report and conduct analyses on KPIs such as contact rates, conversion rates, occupancy, and adherence.
• Partner with internal and external stakeholders to implement process improvements and best practices.
• Create and present regular performance reports, including detailed dashboards and ad hoc analyses.
• Conduct root cause analyses of SLA deviations, develop action plans and drive resolution.
• Attend centralized or site management meetings, as required.
• Other assigned tasks as required by the business.

Qualifications

Minimum Qualifications / Skills

• Bachelor’s degree in business administration, Analytics, Statistics, or a related field (or equivalent experience).
• Experience as a Business Analyst in a contact center environment; experience in dialer and outbound operations is preferred.
• Advanced knowledge of MS Excel; experience with database management is a plus.
• Excellent analytical and problem-solving skills, with proficiency in data visualization tools (e.g., Power BI, Tableau).
• Proven ability to interpret large datasets and deliver insights that influence decision-making.
• Effective communication skills, both written and verbal, with the ability to present findings to senior leadership.
• Experience working with predictive dialers or similar technologies (e.g., NICE, Five9, Genesys, RingCentral or Aspect).
• Strong organizational and time-management skills with attention to detail.
• Familiarity with inbound and outbound calling in the Healthcare industry is an advantage.

Preferred Qualifications / Skills

• Familiarity with workforce management concepts and tools.
• Experience in managing or collaborating with cross-functional teams.
• Ability to deliver insights-driven recommendations that align with business goals.
• Certifications in analytics or project management (e.g., CBAP, Six Sigma) are a plus.

Why join Genpact?

• Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
• Make an impact – Drive change for global enterprises and solve business challenges that matter
• Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
• 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 tech shapers and growth makers at Genpact and take your career in the 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.

Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a ''starter kit,'' paying to apply, or purchasing equipment or training.

Please note that proof of education may be requested during recruitment. Genpact does not impose any CV format nor require a photograph to be enclosed with the CV. See our Privacy Notice for Employment Candidates: http://www.genpact.com/about-us/privacy-notice-for-employment-candidates