MT - WFM Lead (Data Visualization with Insight Generation)
Genpact
5 - 10 years
Hyderabad
Posted: 22/05/2026
Job Description
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
Inviting applications for the role of Management Trainee WFM Team lead Trust & Safety! English Language Proficiency In this role you will be the bridge between the high-level strategy and the front-line execution Responsibilities: - Understands capacity management & assigns resources basis demand - Partner with Scheduler for optimum rosters - Efficient HC tracking with all required cuts as required by business - Outage management liaison with internal stakeholders & external vendors - Ensuring all necessary & relevant efficiency parameters are within target - Have effective discussions with stakeholders & manage escalations (wherever required) - Manage ad-hoc requirements from Ops & any other functions - Discuss daily / weekly performance with stakeholders - Overall Understanding of the Workforce Management - People management review & development for his / her immediate team - Understands and has knowledge of key Contact Centre metrics such as shrinkage AHT Occupancy - schedule adherence etc - Analyze situations identifies the gaps quickly and take necessary steps to avoid impact on Service - Levels - Ability to maintain high confidentiality with sensitive information data and display integrity. - Ensure that customer is the focus (internal and external) of all actions and decision taken - Ensure delivery of all promises and commitments made to the customers /stakeholders - Translate and summarize analytical data findings into actionable recommendations - Communicate effectively both verbally and in writing with stakeholders & across levelsQualifications
Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - MarketingCertifications
Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNowRequired Skills
Contact Center Analytics, Customer Analytics, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Onboarding, Customer Service, Customer Service Analytics, Data Analytics, Generative AILanguage
EnglishLanguage Proficiency -
Advanced - C1Additional Job Location -
Job Type
RegularMaster Skill List -
Customer Care - VoiceRemote Type -
OfficeWork Shift -
Rotating (India)Why join Genpact?
• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.
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 respect and integrity, customer focus, and innovation.
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.
About Company
Genpact is a global professional services and IT consulting company that specializes in digital transformation, business process management (BPM), data analytics, artificial intelligence, and outsourcing services. The company was founded in 1997 as a unit of General Electric and later became an independent public company._x000d_ _x000d_ Genpact works with industries such as banking, healthcare, insurance, manufacturing, and retail, helping organizations improve operations through automation, AI, cloud, and analytics solutions. It has operations in more than 30 countries and employs over 140,000 people globally.
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