Sr. Associate - Workforce Management 5B

Sr. Associate - 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 • This is a full time role and would involve balancing various tasks like the following (indicative - but not limited to • Monitors and lead activities to support service level agreements • Monitors real-time agent schedule alignment • Optimize 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 • Coordinates entitlement planning and scheduling • Produces and analyzes efficiency reports • Attends centralized or site management meeting, as required • Support process improvements, Lean/Six Sigma projects • Other assigned tasks as required by the business • Previous experience in workforce management – real-time and floor management, crafting workforce SOPs, and SLA management is an advantage • Comfortable to have discussions with operations • Intermediate, computer skills with the ability to navigate multiple windows applications and use searching tools to find information • Develop and implement workforce planning strategies; • Monitor and analyze workforce metrics to ensure optimal staffing levels; • Collaborate with HR and management to forecast future staffing needs; • Create schedules and allocate resources to meet operational requirements; • Identify training and development needs to enhance workforce performance; • Utilize workforce management software to optimize employee scheduling and productivity. Qualifications Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics Certifications Certified Compensation Professional (CCP) - WorkdayWorkday, Certified Professional in Learning and Performance Certification (CPLP) - SC. Stefconsult SRLSC. Stefconsult SRL, 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 - Office Work Shift - Night Job (India) Why join Genpact? •     Lead AI-powered transformation – Drive innovation and solve real-world business challenges that