Genpact (NYSE: G) is a global qualified 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

📌 Immediate Hiring (Gurugram)
🏢 Genpact
📍 Gurugram