Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

We are inviting applications for the role of Senior Manager - Workforce Management
In this role, you will be a part of the core sourcing team and drive different channels for timely delivery. Need to understand every requirement from business as it comes in and drive sourcing in the right direction
Responsibilities
• Monitors and manages activities to support service level agreements
• 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)

Qualifications we seek in you!
Minimum qualifications
• College Graduate
Preferred qualifications
• Excellent comm. skills – Verbal & Written
• Good Excel/Presentation skills
• Good people connect with outstanding PR skills
• Understanding on sourcing & market / competition
• Eye for detail and quick response time
• Ability to drive compliance & process adherence

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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.