Senior Manager - WFM

Genpact is seeking a Senior Manager - WFM to lead workforce management and drive business growth. The successful candidate will create and maintain employee schedules, balance productivity and service level goals, and ensure alignment with contractual commitments.

Requirements

• Create and maintain employee schedules to ensure coverage delivers to contractual requirements across all business functions.
• Balance productivity, service level goals, shrinkage, and agent preferences while designing schedules.
• Ensure schedules align to formally locked forecast hours and contractual capacity commitments.
• Proactively identify future capacity risks and escalate to client in advance.
• Monitor queues, SLAs, occupancy, adherence, and shrinkage to maintain operational performance.
• Execute intraday decision-making such as skilling, pull-outs, overtime, and breaks optimization.
• Alert operations about performance deviations and drive corrective actions.
• Manage the RTA team to ensure full coverage of queue monitoring and timely response to all client communication channels.
• Provide daily intraday performance updates and recovery actions when SLA or occupancy risk is identified.
• Prepare Power BI Reports and provide actionable insights to management using KPI dashboards.
• Collaborate with cross-functional teams to drive performance improvements.

Benefits

• Comprehensive health insurance
• Retirement plan
• Generous paid time off
• Professional development opportunities