Vice President – WFM

Ready to shape the future of work?
At Genpact, we dont just adapt to changewe drive it. AI and digital innovation are redefining industries, and were leading the charge. Genpacts AI Gigafactory, our industry-first accelerator, is an example of how were scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team thats shaping the future, this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge, operational excellence, and cutting-edge solutions we help companies across industries get ahead and stay ahead.Powered by curiosity, courage, and innovation,our teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atgenpact.comand onLinkedIn,X,YouTube, andFacebook.


Inviting applications for the role of Vice President WFM
In this role, you will be required to build & develop advanced analytics capabilities and assets/accelerators.

Responsibilities
Responsible for all aspects of end-to-end Workforce Management capability creation including Operations (forecasting, capacity planning, staffing, and scheduling, real-time monitoring, and operations management reporting and analysis), Software Configuration as well as Insight generation.
Build and update Standard Operating Procedures (SOPs) for Workforce Management with appropriate participation from multiple Operations and Analytics teams
Develop forecasting, capacity planning and scheduling strategy and framework that will allow the company to meet service levels, revenue goals, operating parameters
Own the workforce management team as they balance schedule adjustments, schedule exceptions, schedule adherence, mentor and feedback and training schedules.
Evaluate accuracy of forecasts and schedules prepared by the WFM team
Be the primary point of contact for data engineers to work with them for managing data, including setting correct expectations and guidelines to get required data, mapping the business requirement to the model appropriate for clients, and managing client expectations to come up with optimal solutions.
Work with Project lead to develop advance analytical capabilities and assets

Qualifications we seek in you!
Minimum Qualifications
Bachelors or Masters degree in a quantitative discipline such as Commerce, Statistics, Actuarial Sciences, Mathematics, Quantitative Finance, or Economics
Strong analytical skills with a solid understanding of statistics and predictive modeling.
Excellent knowledge of Contact center Operations
Proficient in the use of Dialer, workforce management software, CMS reporting, call recording and monitoring system
Demonstrate knowledge on call center metrics and WFM policies and procedures
Experience in the following predictive modeling techniques is a must GLM, Linear Regression, Time Series, Segmentation/Cluster Analysis, Decision Trees & Random Forests
Proven understanding of forecasting, forecasting models, and trend analysis
Advanced proficiency with Microsoft Excel, including VBA, is required.
Basic database skills, including SQL and ability to pull together disparate data sources. SSRS / SSIS Experience
Well versed with R and/or other statistical tools like SAS, SPSS etc.
Should have skills to analyze data and provide insights on trends, patterns, etc. which will be critical to the business.
Project/Program Management knowledge including working on Architecture/Design of BI/Analytics solutions (e.g., on PowerBI)
Ability to establish priorities and handle multiple assignments concurrently with minimal direction in an evolving, fast paced work environment.
Demonstrate ability to work independently and in a team environment.
Self-disciplined and results oriented.

Preferred qualifications/ Skills
Working Knowledge of data entry on and extraction through Verint/Genesis/NICE
Knowledge of scheduling functionality of Verint/Genesis/NICE
Knowledge of forecasting through Verint/Genesis/NICE
Knowledge of real time analysis using Verint/Genesis/NICE

Ability to communicate effectively both orally and in writing with various levels of management, including translating complex ideas and data into actionable steps for business units.


Why join Genpact?
Be a transformation leader Work at the cutting edge of AI, automation, and digital innovation
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your career Get hands-on experience, mentorship, and continuous learning opportunities
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 tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets 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.