Process Developer - RTM Specialist

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.

We are inviting applications for the role Real Time Monitoring (RTM) Specialist, Process Developer.
Responsibilities
.Support the delivery of service levels, and productivity targets for the site and
marketplaces he/ she is supporting.
.Participates in weekly review discussions/Calls
.Ensure intraday execution aligns to formally locked forecast hours and contractual
commitments.
.Responsible for the assignment of tasks to the operations by optimizing the usage of workforce.
.Monitor queues, SLAs, occupancy, adherence, and shrinkage in real time to maintain operational performance.
.Monitor and enforce schedule adherence and shrinkage in real-time.
.Execute intraday decision-making such as skilling, pull-outs, overtime, VTO, and break optimization to mitigate SLA and occupancy risk.
.Escalate immediately if performance or capacity deviates from committed levels or if SLA risk is identified
.Identify repeat adherence gaps and escalate to operations leadership.
.Provide structured intraday performance updates when performance thresholds are breached, including recovery actions taken and expected impact.
.Support adherence to established planning standards (Average Handle time, Shrinkage, Attrition and highlight deviations impacting performance.
.Work with operational and support teams to effectively plan short term non-productive time and mitigate impact to service levels.
.Work closely with data associates and team managers to pro- actively identify issues and take appropriate actions to minimize operational impact.
.Conduct root cause analysis (RCA) on SLA misses, occupancy gaps, or adherence
issues and implement corrective actions.
.Use data to drive decisions related to operational issues and highlight issues to
negotiate with customers on the nonstandard expectation with manager's engagement support.
.Track and report progress on key metrics specific to functional area
.Conducts regular audits of activities related to functional area and educates the team on quality errors (if applicable)
.Validate agent skilling, queue assignments, and workforce system configurations to
ensure accuracy in performance reporting.
.Notify leadership of any system discrepancies (e.g. roster, skilling, coding errors) that may impact SLA, occupancy, or adherence standards.
.Drive special projects designed to maximize efficiency and increase production and
quality.
.Ability to deal with ambiguity easily, solve for both service level problems and the
challenges of minute- to- minute change will be necessary
.Ability to push back, foresee potential issues, and advocate for relentless improvement.
.Comfort/ experience communicating and influencing across job levels with both internal and external partners is a must
.Ability to make independent, sound decisions on business and systems impact
.Proven planning and time management skills with the ability to deal with multiple
demands on time and deal with ambiguity.
.Flexibility to work in shifts

Qualifications we seek in you!
Minimum qualifications
. Bachelor s degree in any stream

Preferred qualifications:
. Real Time Monitoring (RTM), Scheduling experience in a Call Center or similar environment/ industry.
. Fairly good understanding of Production Environment Metrics (such as Forecasting, AHT, Shrinkage, Overtime and FTE s)

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.