Business Analyst - Workforce Management

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 Business Analyst, Work Force Manager! 

Responsibilities 

Scheduling & Staffing 

• Create and maintain employee schedules to ensure optimal coverage across all business functions. 

• Balance productivity, service level goals, shrinkage, and agent preferences while designing schedules. 

• Coordinate real-time adjustments and intraday schedule changes based on business needs. 

• IEX Knowledge is Must 

Real-Time Management (RTM) 

• Monitor queues, SLAs, and occupancy to maintain operational performance. 

• Execute intraday decision-making such as skilling, pull-outs, overtime, and breaks optimization. 

• Alert operations about performance deviations and drive corrective actions. 

Reporting & Analytics 

• Preparing Power BI Reports  

• Design, automate, and publish daily/weekly/monthly WFM reports. 

• Provide actionable insights to management using KPI dashboards (AHT, SLA, Adherence, Shrinkage, Forecast Accuracy, etc.). 

• Collaborate with cross-functional teams to drive performance improvements. 

Tools & Technical Expertise 

• Expertise in Power BI to create impactful dashboards and visualizations. 

• High proficiency in MS Excel, PowerPoint, and other MS Office tools for data handling and presentations. 

• Experience in IEX . 

Operational Collaboration 

• Partner with operations, HR, training, and leadership to support staffing and productivity decisions. 

• Develop capacity models and business cases for hiring, training, and headcount planning. 

• Support continuous improvement initiatives and contribute to strategic transformation projects. 

Qualifications we seek in you! 

Minimum Qualifications 

• Graduate in Any stream  

Preferred Qualifications/ Skills 

• WFM Professional with Relevant experience. 

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.