Ready to turn bold ideas into real-world impact?

At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.

Job Description

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
• Scheduling & Capacity Management
• Real-Time Management (RTA)
• Queue & Service Level Management
• MIS, Reporting & Analytics
• Stakeholder Collaboration
• Process Improvement & Automation

Key Performance Indicators (KPIs) – WFM / MIS / RTA

Forecasting & Planning, Scheduling & Adherence, Real-Time Operations (RTA), Queue & Service Level Metrics, MIS & Reporting, Operational Support Metrics

Qualifications:

Required: Relevant years of experience in Workforce Management in a contact center (international voice preferred), Strong expertise in forecasting, scheduling, and real-time queue management, Experience in MIS reporting, analytics, and dashboard creation, Strong analytical, problem-solving, and decision-making skills.

Preferred: Experience supporting Payroll, Payments, Banking, or Fintech processes, Hands-on experience with WFM tools (Genesys, NICE, Aspect, Verint, etc.), Advanced skills in Excel, reporting tools, or BI platforms (Power BI / Tableau), Understanding of SLA-driven customer support environments.

Success Measures

Consistent service level achievement through effective workforce planning, High accuracy in forecasting and scheduling, Strong real-time responsiveness to operational changes, Reliable, insightful, and actionable MIS reporting, Efficient workforce utilization with controlled shrinkage.

Qualifications

Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing

Certifications

Customer Experience Certification (COPC) - COPC Inc., Professional Customer Service - SMG/KRC Poland Human Resources

Required Skills

Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Sales, Technical Support

Language

English (Required)

Why join Genpact?

• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• 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 140,000+ coders, 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.