Vice President – Wfm 14/08/2025

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 Inviting applications for the role of Vice President - WFM In this role you will be required to build develop advanced analytics capabilities and assets accelerators Responsibilities Responsible for all aspects of end-to-end Workforce Management capability creation including Operations forecasting capacity planning staffing and scheduling real-time monitoring and operations management reporting and analysis Software Configuration as well as Insight generation Build and update Standard Operating Procedures SOPs for Workforce Management with appropriate participation from multiple Operations and Analytics teams Develop forecasting capacity planning and scheduling strategy and framework that will allow the company to meet service levels revenue goals operating parameters Own the workforce management team as they balance schedule adjustments schedule exceptions schedule adherence mentor and feedback and training schedules Evaluate accuracy of forecasts and schedules prepared by the WFM team Be the primary point of contact for data engineers to work with them for managing data including setting correct expectations and guidelines to get required data mapping the business requirement to the model appropriate for clients and managing client expectations to come up with optimal solutions Work with Project lead to develop advance analytical capabilities and assets Qualifications we seek in you Minimum Qualifications Bachelor s or Master s degree in a quantitative discipline such as Commerce Statistics Actuarial Sciences Mathematics Quantitative Finance or Economics Strong analytical skills with a solid understanding of statistics and predictive modeling Excellent knowledge of Contact center Operations Proficient in the use of Dialer workforce management software CMS reporting call recording and monitoring system Demonstrate knowledge on call center metrics and WFM policies and procedures Experience in the following predictive modeling techniques is a must - GLM Linear Regression Time Series Segmentation Cluster Analysis Decision Trees Random Forests Proven understanding of forecasting forecasting models and trend analysis Advanced proficiency with Microsoft Excel including VBA is required Basic database skills including SQL and ability to pull together disparate data sources SSRS SSIS Experience Well versed with R and or other statistical tools like SAS SPSS etc Should have skills to analyze data and provide insights on trends patterns etc which will be critical to the business Project Program Management knowledge including working on Architecture Design of BI Analytics solutions e g on PowerBI Ability to establish priorities and handle multiple assignments concurrently with minimal direction in an evolving fast paced work environment Demonstrate ability to work independently and in a team environment Self-disciplined and results oriented Preferred qualifications Skills Working Knowledge of data entry on and extraction through Verint Genesis NICE Knowledge of scheduling functionality of Verint Genesis NICE Knowledge of forecasting through Verint Genesis NICE Knowledge of real time analysis using Verint Genesis NICE Ability to communicate effectively both orally and in writing with various levels of management including translating complex ideas and data into actionable steps for business units 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