Specialist - Workforce Management 4A

Job description

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 • Monitor real-time queue performance, staffing levels, service levels, occupancy, AHT, adherence, and productivity.  • Identify risks to SLA and KPI performance and recommend corrective actions.  • Manage offline activities, schedule changes, breaks, meetings, coaching sessions, and shrinkage events.  • Coordinate with Operations, Team Leaders, and WFM teams to mitigate interval-level risks.  • Publish intraday performance updates and real-time dashboards.  • Conduct interval-based analysis and provide staffing recommendations.  • Track schedule adherence and communicate deviations to stakeholders.  • Support incident management and business continuity activities.  MIS & Reporting  • Generate daily, weekly, monthly, and ad-hoc reports.  • Develop and maintain dashboards using Excel, Power BI, Looker, or similar reporting tools.  • Analyze operational metrics including:   • SLA  • AHT  • Occupancy  • Productivity  • LA  • Utilization  • Shrinkage  • Forecast vs. Actual Variance  • Ensure data accuracy and integrity across all reports.  • Automate recurring reports and reporting processes.  • Provide trend analysis, root-cause analysis, and actionable insights to leadership.  • Support stakeholder requests for reporting and analytics.    Workforce Planning Support  • Assist in maintaining rosters and schedules.  • Support capacity planning activities.  • Validate headcount and staffing information.  • Track training, meetings, and other non-production activities impacting capacity.    Required Skills  • Strong analytical and problem-solving skills.  • Advanced MS Excel (Pivot Tables, Power Query, Lookup Functions, Macros preferred).  • Knowledge of Power BI dashboards.  • Understanding of contact C