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.

Inviting applications for the role of Assistant Vice President – Workforce Management

The leader in this role will be responsible for design, running, execution of all assigned workforce management operations, ensuring all the delivery centers meet customer and organizational needs. The role involves leading large workforce management programs, designing robust WFM solutions for new and existing clients, bringing in industry expertise on Workforce management fundamentals, latest WFM tools and technology disrupting the function to help clients deliver best in class experience and productivity solutions. The WFM leader must be open to work onsite and across time zones (Evening to Night shift) depending upon the client requirements.

Responsibilities

· Lead service delivery on WFM operations to achieve/exceed business expectations – including Staffing, scheduling, forecasting, capacity Planning, performance reporting, real time management, technology utilization, training and development on WFM, stakeholder communication, and driving continuous improvement of WFM services in operations.

· Ability to lead Client Conversations effectively and lead largeWFM teamacross multiple locations be able to assimilate encourage cultural diversity.

· Lead overall WFM performance delivery – setting up large WFM programs as a service and its stabilization, transitions, managing program financials (PL), People metrics, Continuous Improvement and Driving Transformation and value delivery

· Collaborate with senior management as it relates to business growth, strategy, and operational planning.

· Implementappropriate mechanismstoidentify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps.

· Take a lead and work with digital teams to introduce breakthrough technology solutions (E.g.: RPA) into existing WFM operations.

· Lead knowledge design, implementation support for complex domain within Workforce Management Function. Monitor review solution implementation process in a reciprocal manner.

· Collaborate for new deal process including WFM solutioning, pricing, due diligence,transitionand stabilization.

· Be responsible forthe way in implementingnew WFM technologiesin workforce management operations and display executive presence.

· Be a senior partner concern point for resolving customer internal issues related to WFM function.

· Maintain grow excellent customer relations – focus on improving NPS for WFM as a service.

Qualifications we seek in youMinimum Qualifications

1. Proven track record and experience in workforce management, contact center operations. This may include experience as a Senior workforce analyst, scheduler, or leader in a contact center environment.

2. Experience in handling new deals related to workforce management as a service

3. Relevant years of progressively responsible experience in workforce management

Preferred Qualifications/ Skills

Qualifications:

· Certified Workforce Planning Professional (CWPP) or Certified Workforce Manager (CWM) may be advantageous

· Experience with process improvement methodologies such as Six Sigma or Lean Management will be beneficial for identifying and implementing efficiency enhancements in workforce operations.

· Familiarity with customer relationship management (CRM) systems and contact center technology platforms is preferred.

Skills required

1. Strong analytical skills with the ability to interpret data, perform forecasting, and make data-driven decisions.

2. Proficiency in workforce management software and tools such as workforce management systems (WFM), forecasting tools, and scheduling software.

3. Excellent organizational and time management skills to effectively manage multiple tasks and priorities in a fast-paced environment.

4. Effective communication skills, both verbal and written, with the ability to effectively communicate with stakeholders at all levels of the organization.

5. Leadership abilities with experience in coaching, mentoring, and motivating team members to achieve performance goals.

6. Attention to detail and a focus on accuracy in scheduling, forecasting, and reporting.

7. Knowledge of contact center operations, including familiarity with call center metrics, KPIs, and industry best practices.

8. Familiarity with relevant labor laws, regulations, and compliance requirements related to workforce management

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. For more information, visit www.genpact.com . Follow us on , Facebook, LinkedIn, and YouTube.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.