MT - WFM Lead (Data Visualization with Insight Generation)

Ready to shape the future of work
At Genpact, we don't just adapt to change-we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies most complex challenges.
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 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.
Inviting applications for the role of Management Trainee WFM Team Lead - Trust & Safety!
English Language Proficiency
In this role, you will be the bridge between the high-level strategy and the front-line execution
Responsibilities

.Understands capacity management & assigns resources basis demand
.Partner with Scheduler for optimum rosters
.Efficient HC tracking with all required cuts as required by business
.Outage management liaison with internal stakeholders & external vendors
.Ensuring all necessary & relevant efficiency parameters are within target
.Have effective discussions with stakeholders & manage escalations (wherever required)
.Manage ad-hoc requirements from Ops & any other functions
.Discuss daily / weekly performance with stakeholders
.Overall Understanding of the Workforce Management
.People management, review & development for his / her immediate team
.Understands and has knowledge of key Contact Centre metrics such as shrinkage, AHT, Occupancy,
schedule adherence, etc
.Analyze situations, identifies the gaps quickly and take necessary steps to avoid impact on Service
Levels
.Ability to maintain high confidentiality with sensitive information, data and display integrity.
.Ensure that customer is the focus (internal and external) of all actions and decision taken
.Ensure delivery of all promises and commitments made to the customers /stakeholders
.Translate and summarize analytical data findings into actionable recommendations
.Communicate effectively, both verbally and in writing, with stakeholders & across levels

Qualifications we seek in you!
Minimum Qualifications
.Any Graduate
.Strong understanding of social media products and services
.Excellent customer service skills, including the ability to communicate effectively and empathize with customers.
.Ability to work independently and as part of a team.
.Strong problem-solving and analytical skills
.Ability to prioritize and manage multiple tasks simultaneously.
.Excellent written and verbal communication skills
Preferred Qualifications/ Skills
.Overall Understanding of the Workforce Management
.Ensure delivery of all promises and commitments made to the customers /stakeholders
.Translate and summarize analytical data findings into actionable recommendations
.Communicate effectively, both verbally and in writing, with stakeholders & across levels

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 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.
Furthermore, please do note that 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 %27starter kit,%27 paying to apply, or purchasing equipment or training.