Process Developer - WFM Analyst

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 Work Force Management Analyst , Process Developer.
Responsibilities
Scheduling & Staffing
.Create and maintain employee schedules to ensure optimal coverage across all
business functions and contractual requirements.
.Balance productivity, service level goals, shrinkage, and agent preferences while
designing schedules.
.Ensures schedules align to formally locked forecast hours and approved staffing plans.
.Identify and escalate staffing gaps that may impact service levels or contractual
commitments.
.Coordinate intraday schedule adjustments in partnership with RTM based on business
needs.
.Maintain visibility into upcoming attrition, training classes, PTO, and shrinkage trends to
proactively flag capacity risks
.IEX Knowledge is Required

Reporting & Analytics
.Design, automate, and publish daily/weekly/monthly WFM reports.
.Provide actionable insights to management using KPI dashboards (AHT, SLA,
.Adherence, Shrinkage, Occupancy, ACW, Forecast Accuracy, etc.).
.Report on locked hours vs scheduled hours vs delivered hours and highlight variances
.Participate in monthly forecast adherence and true-up reconciliation processes.
.Collaborate with cross-functional teams to drive performance improvements.

Tools & Technical Expertise
.High proficiency in MS Excel, PowerPoint, and other MS Office tools for data handling
and presentations.
.Experience in IEX .
.Maintain accuracy of workforce systems including: roster integrity, skill assignments,
shrinkage coding standards, agent availability updates
.Validate headcount and system data regularly and notify leadership of discrepancies
impacting performance metrics.
Operational Collaboration
.Partner with operations, HR, training, and leadership to support staffing and productivity
decisions.
.Provide capacity inputs, develop capacity models, and staffing recommendations to
support hiring, training, and headcount planning.
.Support continuous improvement initiatives and contribute to strategic transformation
projects.
.Participate in weekly staffing reviews and provide a 2-week to 2-month outlook on
staffing health and risk.
Qualifications we seek in you!
Minimum Qualifications
. Graduate in Any stream

Preferred Qualifications/ Skills
. WFM Professional with Relevant experience.

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.