Workforce Management Specialist - Workforce Management

Specialist - Workforce Management

Ready to turn bold ideas into real-world impact?
 At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or 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’s possible, this is your moment. 
 
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

• Manages a team of 4-5 RTAs
• Monitors and manages activities to support service level agreements for Philippines
• Monitors real-time agent schedule adherence
• Monitor attendance
• Optimizes breaks the day of or day before the actual schedule
• Conducts root cause analysis of SLA deviations, action plan development and resolution
• Inputs daily exception request then updates schedules
• Administers entitlement planning and scheduling
• Produces and analyzes daily efficiency reports
• Publish reports required by stakeholders
• Attends centralized or site management meeting, as required
• Supports process improvements, Lean/Six Sigma projects
• Other assigned tasks as required by the business
• Knowledge on collections is an advantage
• Forecast required Head Count for incoming business (Staffing requirement and forecasting)
• Analyze historical data to forecast future staffing needs
• Develop and maintain real-time and long-term staffing plans
• Monitor and adjust scheduling to meet service level goals
• Collaborate with management to optimize workforce performance
• Identify trends and recommend process improvements to enhance efficiency

Qualifications

Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics

Certifications

Certified Compensation Professional (CCP) - WorkdayWorkday, Professional in Human Resources (PHR) - Symbiosis Instute of Distant LearningSymbiosis Instute of Distant Learning, SHRM-SCP - Society for Human Resource Management (SHRM)Society for Human Resource Management (SHRM)

Required Skills

Agile Methodology, Change Management, Client Relations, Collaboration Tools, Critical Thinking, Data Literacy, Data Visualization, Executive Presence, Generative AI, People Leadership, Personal Effectiveness, Stakeholder Management, Storytelling

Language

English (Required)

Language Proficiency -

Upper Intermediate - B2

Additional Job Location -

Job Type

Regular

Master Skill List -

Workforce Management

Remote Type -

Hybrid

Work Shift -

Evening Job (India)

Why join Genpact?
•    Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
•    Make an impact – Help global enterprises solve business challenges that matter 
•    Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
•    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 140,000+ coders, 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.