Process Developer - Real Time and Schedule Analyst

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 Process Developer - Real Time & Schedule Analyst
Job Summary
The Real Time & Scheduling Analyst is responsible for monitoring, analyzing, and optimizing workforce schedules to ensure operational efficiency and service level achievement. This role focuses on real-time adherence, intraday adjustments, and proactive scheduling to balance staffing needs with business objectives.
Key Responsibilities
•    Real-Time Monitoring: Track agent performance, schedule adherence, and service levels across multiple queues.
•    Intraday Management: Adjust schedules based on call volume, absenteeism, and unexpected events.
•    Scheduling: Create, maintain, and optimize agent schedules to meet forecasted demand while considering employee preferences and compliance requirements.
•    Reporting: Generate and analyse hourly, daily, weekly, and monthly reports on workforce performance, highlighting trends and recommending improvements.
•    Collaboration: Work closely with operations, HR, and team leaders to align staffing with business needs.
•    System Management: Utilize workforce management tools (Dialer) to manage schedules and monitor real-time performance.
•    Continuous Improvement: Identify opportunities to improve scheduling efficiency, reduce overtime, and enhance employee satisfaction.

Required Skills & Qualifications
•    Bachelor’s degree in business administration, Operations, or related field.
•    Relevant years of experience in workforce management or scheduling roles.
•    Strong analytical and problem-solving skills.
•    Proficiency in workforce management software and MS Excel.
•    Excellent communication and interpersonal skills.
•    Ability to work under pressure and adapt to changing priorities.

Preferred Skills
•    Experience in contact centre operations.
•    Knowledge of forecasting methodologies.
•    Familiarity with reporting tools such as Power BI.
•    Certification in workforce management tools.

Working Conditions
•    Full-time office-based role. No WFH
•    Should be flexible working in US Time zone.
•    Fast-paced environment with high attention to detail and accuracy.

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.