Job Description

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 of Senior Manager, Work Force Management (WFM) Contact Center
The Call Center Workforce Manager will manage the operational activities of the call center which includes the forecasting, scheduling, and ensuring staffing levels are sufficient to meet service and productivity goals.
The Contact Center Workforce Manager leads a centralized workforce management staff responsible for support of Contact Center operational functions that include forecasting, scheduling, and management of intra-day performance and service for a multi-site, multi-skilled 24 x 7 Contact Center operations. The workforce consists of agent groups responsible for handling front and back-office operations, including inbound and outbound communications via phone, chat, and back office.
Implements best practices in workforce management to ensure consistent procedures and data-driven, timely decisions. Workforce Management activities are performed to maximize efficiency while meeting requirements for the organization's vision, mission and customer strategies. Knowledgeable of emerging industry trends
Responsibilities

• Leads the Contact Center planning and staffing process. Analyzes hours delivery model and plan for future staffing needs. Ensures contact center and staffing models include accurate, updated information. Captures, stores, and reports on historical statistics (service level, production hours delivery, forecast accuracy, etc.) and provides root-cause analysis and business impact analysis for all performance variances.
• Reports the workload trends and staffing requirements to management and executive leadership teams on a weekly basis.
• Communicates necessary adjustments to workforce requirements based on dynamic forecasts; re-forecasts when necessary.
• Lead the client interaction for WFM practices, analysis, RCA, planning, etc. Represent WFM team.
• Accountable for timely delivery of agent schedules developed by Workforce Analysts. Oversees proactive scheduling of discretionary activities such as training, meetings, and overtime. Ensures schedules make effective use of resources while meeting service objectives and scheduling accuracy goals.
• Oversees the team & maintains the Verint Workforce Management (WFM) Platform utilized for scheduling, tracking, monitoring and reporting the daily/monthly hours delivery.
• Works in partnership with recruitment team to coordinate the hiring new employees - opening indents based on future needs and co-ordinate with recruitment team to ensure timely delivery of new hires
• Review, maintain and publish account billing, accruals and invoicing, including coordinating with customers to ensure invoice are released within time and accurately
• Will also be responsible to lead a team of Reporting Analyst and Reporting Manager. Should be proficient in call center reporting and provide mentorship and guidance to the team to ensure timely reporting of call center reports and dashboard

Qualifications we seek in you!
Minimum qualifications

• Bachelor's Degree with Contact Center Workforce Management experience. Experience as Workforce Analyst and WFM Supervisory/Management experience
• Understanding of Call Center technology to include WFM solutions, IVR's, ACD's, ACD reporting, and contact routing strategies. Erlang modeling.
• Self-motivated and must excel in a minimally managed, high profile position. Ability to work independently with efficient time management skills, adapt to changing priorities, meet deadlines and work well under pressure.
• Advanced mathematical skills, knowledge of and ability to calculate statistics. Strong analytical and problem solving skills, with the ability to define problems, collect data, establish facts and draw valid conclusions. Strong attention to detail
• Excellent written and verbal communication skills with the ability to effectively communicate and interact with all levels of personnel within the organization, including presenting information and responding to questions from groups of managers, senior leadership, and executive levels.
• Skill in establishing and maintaining effective working relationships.
• Ability to lead, coach, and develop staff. Ability to exercise initiative and judgment as well as make decisions within the scope of assigned authority
• Ability to manage multiple programs/projects simultaneously. Experience handling multiple tasks simultaneously in a fast-paced environment as an individual contributor or team member
• Proficient in MS Word, MS Excel, MS PowerPoint

Preferred qualifications

• Extensive experience in using workforce management software solutions, preferably Verint.
• Extensive experience with forecasting, capacity planning and statistical analysis.

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 'starter kit,' paying to apply, or purchasing equipment or training.

Skills Required