Senior Manager - WFM

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 - Senior Manager
Responsibilities
.Create and maintain employee schedules to ensure coverage delivers to contractual
.requirements across all business functions.
.Balance productivity, service level goals, shrinkage, and agent preferences while
designing schedules.
.Ensure schedules align to formally locked forecast hours and contractual capacity
commitments.
.Proactively identify future capacity risks (attrition, training pipeline, shrinkage trends) and escalate 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
optimization.
.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 or
occupancy 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:
oLocked hours vs scheduled hours
oScheduled vs delivered hours Adherence and shrinkage performance
oCapacity gaps against commitments
.Collaborate with cross-functional teams to drive performance improvements.
.Participate in monthly lock, adherence, and true-up reconciliation process with full
.documentation of variances and root causes.
.Tools & Technical Expertise
.Expertise in Power BI to create impactful dashboards and visualizations.
.High proficiency in MS Excel, PowerPoint, and other MS Office tools for data handling and presentations.
.Experience in IEX.
.Maintain accuracy of workforce management systems, including:
oRoster integrity
oMU assignments and skilling
oShrinkage coding standards
oAgent availability updates
.Validate headcount and system data regularly and notify client of discrepancies.
.Partner with operations, HR, training, and leadership to support staffing and productivity decisions.
.Develop capacity models and business cases for hiring, training, and headcount
planning.
.Support continuous improvement initiatives and contribute to strategic transformation projects.
.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 analysi (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.
Qualifications we seek in you!
Minimum qualifications
. Graduate in Any stream

Preferred qualifications
. 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.