Only 24h Left: Senior Manager

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