Assistant 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 anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep 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 teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atand onLinkedIn,X,YouTube, andFacebook.

Inviting applications for the role of Asst. Manager, Real Time Management

The WFM Real-Time Supervisor is responsible for overseeing intraday workforce operations of a US based call centre in real time to ensure service level targets are met across all customer support channels. This role involves using tools such as Amazon connect, Vernit, Excel & PPT for real-time monitoring, proactive decision-making, and close coordination with operations and support teams. The supervisor also leads a team of real-time analysts, ensuring consistent performance, development, and alignment with business goals.The ideal candidate will have strong analytical skills, excellent communication abilities, and a proactive approach to problem-solving.

Responsibilities

Real-Time Monitoring: Continuously monitor call centre performance in real-time using Amazon Connect and Verint, tracking key metrics such as service levels, adherence, occupancy, average handle time (AHT), and call volume.

Adjust Staffing in Real-Time: Identify areas of staffing imbalances (e.g., overstaffing or understaffing) and make immediate adjustments to agent schedules as needed. Coordinate with the WFM team to deploy resources efficiently based on real-time performance data.

Alert Management: Respond promptly to alerts and notifications regarding potential service level breaches, escalations, or agent availability issues. Act quickly to mitigate disruptions and ensure that operational goals are met.

Performance Optimization: Work to maintain optimal service levels throughout the day by tracking and adjusting in real-time. Identify trends and patterns in performance that may require proactive adjustments.

Incident Escalation: Collaborate with supervisors, team leads, and managers to address escalated issues or system malfunctions that may affect agent productivity or service delivery. Ensure issues are resolved in a timely manner to minimize disruption.

Agent Adherence Monitoring: Monitor agent adherence to schedules, breaks, and shift times, ensuring that agents are logged in and actively taking calls as per their schedules. Take corrective actions if adherence is falling below targets.

Collaboration with Operations: Coordinate with U.S.-based operations teams to relay real-time performance data and to adjust strategies based on performance insights. Provide timely updates on staffing and service level performance.

Call Volume Management: Anticipate changes in call volume based on historical data and current trends, and adjust staffing in real-time to ensure calls are answered within SLAs.

Reporting & Communication: Provide real-time reporting and status updates to the WFM Manager and leadership teams. Highlight any significant issues or trends that may require further investigation or action. RCA on hourly basis on the performance and KPI metrices.

Continuous Improvement: Offer suggestions for improving real-time processes, staffing strategies, and adherence monitoring. Use data insights to suggest and implement process changes that improve performance.

Team Responsibilities: Lead and mentor a team of Real-Time Analysts, ensuring high performance and accountability,act as a point of escalation for complex intraday issues and guide resolution strategies & Promote collaboration between WFM, operations, and support teams to drive service excellence.

Qualifications we seek in you

Minimum Qualifications

Education: Bachelor's degree in any stream, Operations Management, or a related field.

Technical Proficiency: Expertise in Amazon Connect for real-time call centre monitoring, as well as Verint for adherence and performance management. Proficient in Microsoft Office, particularly Excel for data tracking, reporting and analysis.

Preferred Qualifications/ Skills

Analytical Skills: Strong analytical and problem-solving skills, with the ability to assess real-time data and make quick decisions to optimize workforce performance.

Attention to Detail: High attention to detail, particularly in tracking agent adherence, call volume fluctuations, and performance metrics in real-time.

Communication Skills: Excellent verbal and written communication skills, able to quickly convey real-time performance data to U.S.-based teams and leadership. Ability to provide clear instructions and solutions during performance issues.

Time Management: Strong time management skills, able to handle multiple real-time tasks and priorities effectively and efficiently in a high-paced environment.

Proactive & Quick Decision-Making: Ability to make quick decisions in response to real-time issues, ensuring minimal disruption to call centre operations.

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.

JobAssistant Manager

Primary LocationIndia-Bangalore

ScheduleFull-time

Education LevelBachelor's / Graduation / Equivalent

Job PostingSep 29, 2025, 12:26:44 AM

Unposting DateMar 28, 2026, 5:26:44 AM

Master Skills ListOperations

Job CategoryFull Time