Senior Associate - Real Time Workforce Management 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 Senior Associate – Real Time Analyst WFM! 

RealTime Analyst (RTA) is responsible for monitoring, managing, and optimizing realtime performance for the assigned contact center or backoffice process. The role ensures Service Level (SL) delivery, adherence compliance, and efficient workforce allocation by closely monitoring queues, agent performance, and intraday staffing behavior. The RTA works as a key operational partner to maintain delivery health across all intervals of the day. 

Responsibilities 

RealTime Monitoring & Service Level Management 

• Manage and monitor incoming volume, queues, AHT, and intraday performance to ensure SL attainment for the assigned process. 

• Track realtime occupancy, staffing levels, shrinkage, and interval trends. 

• Take corrective actions such as skill changes, reallocations, overtime/UT recommendations to maintain performance. 

Workforce & Schedule Adherence Management 

• Monitor agent schedule adherence, login/logout behaviour, and break compliance in real time. 

• Coordinate with Operations for quick resolution of adherence deviations. 

• Ensure workforce planning, schedule execution, and staffing targets are met. 

Operational Support & Stakeholder Collaboration 

• Work closely with Operations leaders to identify performance gaps and improvement recommendations. 

• Participate in daily/weekly governance meetings with Ops and client teams. 

• Communicate realtime updates, alerts, and action items to stakeholders proactively. 

Reporting & Analysis 

• Prepare and publish hourly, daily, weekly, and monthly MIS for SL, AHT, attendance, shrinkage, and staffing. 

• Provide historical data analysis to support planning and optimization. 

• Deliver adhoc reports and performance insights for Ops and clients. 

• Assist leadership with realtime deepdive analysis on KPIs and operational trends. 

Client Communication & Insights 

• Provide datadriven insights, variance explanations, and commentary to customers and clients as required. 

• Collaborate with both internal and external stakeholders to ensure transparency of performance and improvement initiatives. 

Qualifications we seek in you! 

Minimum Qualifications 

• Any Graduate 

Preferred Qualifications/ Skills 

Skills & Technical Competencies 

Technical Skills 

• Strong knowledge of Google Sheets and MS Excel (formulas, pivot tables, basic macros preferred). 

• Understanding of WFM metrics: SL, AHT, Shrinkage, Line Adherence, Staffing Attainment. 

• Experience working with ACD and WFM tools such as IEX, NICE, Verint, CMS, Avaya, AWS, Amazon Connect, etc. 

• Ability to create structured and visual reports in spreadsheets and Excel. 

• Good analytical and problemsolving ability. 

Attributes & Behavioural Competencies 

• Ability to take initiative and proactively manage realtime scenarios. 

• Flexible team player with a positive “cando” attitude. 

• Comfortable working in rotational shifts and rotational weekly offs. 

• Strong verbal and written communication skills. 

• High attention to detail and accuracy. 

Experience 

• Relevant years of experience in RealTime Monitoring (RTA), WFM, Contact Centre MIS, or similar operations support roles. 

• Exposure to multichannel environments (voice, email, chat) is preferred. 

Key Success Factors 

• Consistent delivery of SLs and interval performance. 

• Ability to handle pressure in realtime environments. 

• Effective communication with Ops, WFM, and client stakeholders. 

• High accuracy in reporting and intraday management.  

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.