Assistant Vice President - 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 Assistant Vice President, WFM! 

In this role, you will be responsible for performance reporting, insight generation, day-to-day activity management, adherence, etc. 

Responsibilities 

1. Strategic Leadership & Planning 

• Strategy Development: Design and execute a comprehensive WFM strategy that aligns with broader organizational goals, focusing on cost optimization, service level consistency, and scalability. 

• Capacity Planning: Lead long-term and short-term capacity planning, using historical data and future forecasts to determine staffing requirements across various business lines. 

• Stakeholder Management: Partner with Operations, HR, Finance, and IT leadership to ensure workforce strategies support business growth and operational changes. 

2. Operational Execution & Optimization 

• Forecasting & Scheduling: Oversee the creation of accurate volume forecasts and efficient staff schedules to maximize coverage and minimize idle time. 

• Real-Time Management: Direct the Real-Time Adherence (RTA) team to monitor service levels, queue volumes, and agent adherence, making immediate adjustments to mitigate risks. 

• Process Improvement: Continuously evaluate current WFM processes and tools, implementing automation and best practices to reduce manual effort and errors. 

3. Operational Execution & Optimization 

• Strategic Advisory: Act as the primary trusted advisor to clients regarding workforce strategy; provide consultative recommendations on staffing models, shrinkage management, and efficiency gains. 

• Performance Reviews: Lead Monthly and Quarterly Business Reviews (MBR/QBR) with client stakeholders, presenting WFM performance data, forecast accuracy, and mitigation strategies for service gaps. 

• SLA & Contract Management: Ensure all workforce planning aligns strictly with client contracts and Statements of Work (SOW); negotiate volume inputs and staffing requirements during seasonal peaks or ramp-ups. 

• Communication: Proactively manage client expectations during periods of volatility or outages, ensuring transparent communication regarding impact and recovery timelines. 

4. Analytics & Reporting 

• Performance Analysis: deliver deep-dive analysis on key performance indicators (KPIs) such as Service Level, Occupancy, Shrinkage, and Average Handle Time (AHT). 

• Data-Driven Insights: Translate complex data into actionable insights for executive leadership, identifying trends, risks, and opportunities for improvement. 

• Technology Utilization: Maximize the utilization of WFM systems (e.g., NICE, Verint, IEX, Aspect) to drive automation and reporting accuracy. 

Qualifications we seek in you! 

Minimum Qualifications 

• Experience: Graduate with experience in Contact Centre Workforce Management and in a senior leadership role 

• Industry Knowledge: Strong understanding of contact centre operations, omnichannel environments (voice, chat, email), and labour laws/compliance 

• Technical Skills: Advanced knowledge of MS products, particularly Excel. Analytical – Able to analyse data and draw insights. Contact Centre tools: IEX, Avaya, Erlang, etc. 

• Strategic Vision: Ability to see the "big picture" and align workforce planning with long-term company objectives. 

• Analytical Rigor: Exceptional problem-solving skills with a strong aptitude for data interpretation and financial modeling. 

• Leadership: Proven track record of building, coaching, and motivating high-performing WFM teams. 

• Communication: Excellent executive presence and ability to communicate complex data concepts to non-technical stakeholders. 

Preferred Qualifications/ Skills 

• Experience in Verint 15.2, IEX 

• Experience in developing and maintaining dashboards and reports using BI tools (e.g., Power BI, Tableau, Looker Studio). 

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.