Senior Manager - Work Force Management - (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 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

Preferred qualifications

Why join Genpact

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.