Immediate Hiring - WFM Scheduler + Planner OR RTA + Scheduler

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 Management Trainee/4A - WFM Scheduler, planner, RTA Role

Must have worked & should be comfortable with

• 24*7 work environment
• 100% work from office
• Rotational shifts
• Location-Gurugram, Badshahpur

Specialist - Workforce Management 4A

• Job Description :
• Monitor real-time queue performance, staffing levels, service levels, occupancy, AHT, adherence, and productivity.
• Identify risks to SLA and KPI performance and recommend corrective actions.
• Manage offline activities, schedule changes, breaks, meetings, coaching sessions, and shrinkage events.
• Coordinate with Operations, Team Leaders, and WFM teams to mitigate interval-level risks.
• Publish intraday performance updates and real-time dashboards.
• Conduct interval-based analysis and provide staffing recommendations.
• Track schedule adherence and communicate deviations to stakeholders.
• Support incident management and business continuity activities.
• MIS & Reporting
• Generate daily, weekly, monthly, and ad-hoc reports.
• Develop and maintain dashboards using Excel, Power BI, Looker, or similar reporting tools.
• Analyze operational metrics including:
• SLA
• AHT
• Occupancy
• Productivity
• LA
• Utilization
• Shrinkage
• Forecast vs. Actual Variance
• Ensure data accuracy and integrity across all reports.
• Automate recurring reports and reporting processes.
• Provide trend analysis, root-cause analysis, and actionable insights to leadership.
• Support stakeholder requests for reporting and analytics.
• Workforce Planning Support
• Assist in maintaining rosters and schedules.
• Support capacity planning activities.
• Validate headcount and staffing information.
• Track training, meetings, and other non-production activities impacting capacity.
• Required Skills
• Strong analytical and problem-solving skills.
• Advanced MS Excel (Pivot Tables, Power Query, Lookup Functions, Macros preferred).
• Knowledge of Power BI dashboards.
• Understanding of contact Center metrics and workforce management principles.
• Strong communication and stakeholder management skills.
• Ability to work in a fast-paced and dynamic environment.
• Attention to detail and high accuracy levels.
• Preferred Tools
• NICE IEX

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 Twitter, 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