Ready to shape the future of work?
At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re 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 that’s shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep 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 teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.


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
• Bachelor’s or Master’s 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.
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.