Sr. Associate - Customer Care - Voice 5B

Job description

Sr. Associate - Customer Care - Voice 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 Job Description: Workforce Management (WFM)Sr. Associate – Customer Support (Payroll & Payments)      Overview:  The WFM Sr. Associate is responsible for end-to-end workforce planning, real-time operations management, and reporting (MIS) for Payroll and Payments customer support. This role ensures optimal staffing, efficient queue management, and consistent service level performance across voice operations. The WFM works closely with Operations, Training, and Business stakeholders to enable data-driven decision-making and seamless customer experience delivery.    Responsibilities:  Workforce Planning & Forecasting  • Develop short-term and long-term forecasting models based on volume trends, seasonality, and business inputs.  • Create capacity plans aligned to demand, shrinkage, and business requirements.  • Partner with Operations to ensure optimal staffing and hiring plans.  • Continuously refine forecasting accuracy through trend analysis and historical data.    Scheduling & Capacity Management  • Design and manage schedules to ensure optimal coverage across shifts and queues.  • Account for shrinkage, leaves, and planned activities while building schedules.  • Ensure efficient resource allocation across Payroll and Payments support lines.  • Optimize scheduling to balance service levels, cost, and agent experience.    Real-Time Management (RTA)  • Monitor real-time queue performance, call volumes, and agent adherence.  • Take intra-day actions (re-skilling, reallocation, overtime, shift adjustments) to manage service levels.  • Identify and mitigate risks such as volume spikes, absenteeism, or system issues.  • Work closely with Operations to ensure immediate corrective actions.    Queue & Service Level Management  • Manage queue health across Payroll and Payments workflows (inbound, callbacks, escalations).  • Ensure efficient call routing, workload balancing, and backlog management.