Workforce Management Manager

Manager - WFM - Capacity Planning and Scheduling - Trust and Safety

Manager - WFM - Capacity Planning and Scheduling - Trust and Safety-HIG

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 and on LinkedIn, X, YouTube, and Facebook.

We are inviting applications for the role of Manager, Work Force Management (WFM)
Responsibilities

• Will act as a liaison between the GCC and Site WFM teams.

• Communication and Presentations Skills: Should be able to communicate well with the clients and be able to present data post analysis

• Administration of communication to and from Operations and other support departments

• Collection and analysis and reporting of historical center/agent performance statistics

• Manage long-term forecast / staff plan and lead monthly staff plan / budget meeting

• Work with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources

• Oversee short-term workload forecasting and scheduling philosophy of schedule assignments

• Oversee proactive scheduling of discretionary activities such as training, meetings, overtime and under time

• Oversee intraday management of scheduling procedures, analysis of real time workload requirements, and call routing to manage performance to service level requirements

• Problem Solving: Should be tactical and be able to solve day to day operational challenges and should be able to understand delivery metrics

• Manage WFM personnel on site and remote.

• Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed.
Qualifications we seek in you
Minimum qualifications

• Any Graduate (PG added advantage)

• Advanced knowledge of MS products, particularly Excel

• Analytical – Able to analyze data and draw insights

• Knowledge of Contact Centre methodologies and operational principles

• Excellent communication skills

• High level of accuracy and attention to detail

Preferred qualifications

• Innovative and able to influence others

• Contact Centre Workforce Management experience

• Contact Centre tools: IEX, Avaya, Erlang, etc.

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.

Job Manager Primary Location India-Hyderabad Schedule Full-time Education Level Bachelor's / Graduation / Equivalent Job Posting Aug 30, 2025, 7:19:43 AM Unposting Date OngoingMaster Skills List OperationsJob Category Full Time Experience LevelMid Level

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