Sr. Associate - Workforce Management

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.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Real Time 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:
- Real Time 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 publishhourly daily weekly and monthly MI Sfor 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 KP Is 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

Bachelors - Commerce, Bachelors - Economics, Bachelors - Finance, Masters - Business Administration, Masters - Business Analytics

Certifications

Certified Compensation Professional (CCP) - WorkdayWorkday, Certified Professional in Learning and Performance Certification (CPLP) - SC. Stefconsult SRLSC. Stefconsult SRL, Professional in Human Resources (PHR) - Symbiosis Instute of Distant LearningSymbiosis Instute of Distant Learning, SHRM-SCP - Society for Human Resource Management (SHRM)Society for Human Resource Management (SHRM)

Required Skills

Real Time Analysis

Language

English (Required)

Language Proficiency -

Intermediate - B1

Additional Job Location -

Job Type

Regular

Master Skill List -

Workforce Management

Remote Type -

Office

Work Shift -

Rotating (India)

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.