Sr. Associate - Customer Care - Voice

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Workforce Management (WFM)Sr. Associate
- Customer Care (Payroll & Payments)
- Overview:
The WFM Sr. Associate is responsible for end-to-end workforce planning, real-time operations management, and reporting (MIS) for Payroll and Payments customer support. This role ensures optimal staffing, efficient queue management, and consistent service level performance across voice operations. The WFM works closely with Operations, Training, and Business stakeholders to enable data-driven decision-making and seamless customer experience delivery.
- Responsibilities:
Workforce Planning & Forecasting
- Develop short-term and long-term forecasting models based on volume trends, seasonality, and business inputs.
- Create capacity plans aligned to demand, shrinkage, and business requ

📌 Sr. Associate (Gurugram)
🏢 Genpact India
📍 Gurugram