Consultant - WFM

Job Description

Ready to build the future with AI
At Genpact, we don&rsquot just keep up with technology&mdashwe set the pace. AI and digital innovation are redefining industries, and we&rsquore leading the charge. Genpact&rsquos AI Gigafactory, our industry-first accelerator, is an example of how we&rsquore 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, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what&rsquos possible, 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 Process Developer/Business Analyst/Consultant/Sr. Consultant/Manager, WFM- Real Time Analyst

Genpact is searching for dynamic, open-minded, mature individuals to support their workforce management operations.
Responsibilities
. Monitor real-time queue status and agent schedule adherence
. Monitor, record, and escalate real-time schedule adherence impacts including tardiness, absenteeism, and other schedule deviations
. Manage break schedules, optimize breaks as per requirement
. Conduct root cause analysis of SLA deviations, action plan development and resolution
. Input daily exception request then update schedules
. Responsible for capturing and publishing all operational metrics related to WFM (Productivity, Efficiency and SLAs)
. Maintain and track accurate records of PTO accruals, attendance, and time off usage
. Team management
. Advanced proficiency with Microsoft Excel, including VBA
. Knowledge/Experience in Tableau will be an added advantage
. Knowledge/Experience in Sql queries will be an added advantage
. Very good communication skills must be able to discuss the requirements effectively with client teams, internal team members
. Excellent business acumen should be able to effectively translate the business requirements into deliverables

Qualifications we seek in you
Minimum qualifications:

. Graduate in any field
. Prior experience in intraday management
. Good knowledge of WFM tools -like Verint / IEX / Aspect eWFM, RTA, Avaya CMS etc.) knowledge of other tools Amazon Connect, Verint, Chat monitoring tools (Ex, Live Person etc.) Avaya CMS & RTA/Intra-day will be beneficial
. Analytical mindset to solve problems
. In-depth understanding of the various call center metrics and their relationship with each other
. Should be extremely proficient with Excel
. Experience of 1-5 years of working as an intraday analyst for an Inbound Process
Preferred Qualifications/ Skills:
1) Knowledge of a WFM tools like Verint / Amazon Connect, Live Person etc. Similar/equivalent tools - IEX / Aspect eWFM, RTA, Avaya CMS etc.
2) Hands-on on Excel and reporting skills

Why join Genpact
. Lead AI-first transformation - Build and scale AI solutions that redefine industries
. Make an impact - Drive change for global enterprises and solve business challenges that matter
. Accelerate your career&mdashGain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
. Grow with the best - Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
. Committed to ethical AI - Work in an environment where governance, transparency, and security are at the core of everything we build
. 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 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let&rsquos 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.

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