Manager - Workforce Management 4C

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

Manager - Workforce Management

We are seeking a detail-oriented and analytical Data Analyst to support Workforce Management (WFM) operations through data-driven insights, forecasting, reporting, and performance analysis. The role will be responsible for transforming workforce and operational data into actionable recommendations that optimize staffing, productivity, service levels, and customer experience.

The ideal candidate will possess strong analytical and reporting skills, experience working with workforce management data, and the ability to collaborate with operations, planning, and leadership teams to drive informed business decisions.

Key Responsibilities

Workforce Management Analytics

• Analyze workforce performance metrics including productivity, utilization, occupancy, shrinkage, adherence, absenteeism, and attrition.
• Support forecasting and capacity planning activities by analyzing historical trends and business demand patterns.
• Develop staffing models and workforce scenarios to optimize resource allocation.
• Monitor staffing performance against forecasted demand and recommend corrective actions.

Reporting & Dashboard Development

• Design, develop, and maintain operational dashboards and reports using BI tools.
• Automate recurring reports to improve reporting efficiency and data accuracy.
• Provide daily, weekly, and monthly workforce performance reporting to stakeholders.
• Create executive-level presentations highlighting key workforce trends and insights.

Data Analysis & Insights

• Perform deep-dive analyses to identify operational inefficiencies and improvement opportunities.
• Conduct root cause analysis on service-level variances and workforce performance issues.
• Use statistical techniques and trend analysis to support business recommendations.
• Translate complex data into clear and actionable insights for business partners.

Stakeholder Management

• Partner with Workforce Management, Operations, HR, Finance, and Business Leaders to understand reporting requirements.
• Present findings and recommendations to leadership teams.
• Support business reviews and planning cycles through analytical insights.

Data Governance & Quality

• Ensure workforce data accuracy, integrity, and consistency across reporting systems.
• Identify data quality issues and work with relevant teams to implement corrective actions.
• Maintain documentation of reporting processes, metrics definitions, and analytical models.

Required Qualifications

• Bachelor's degree in Statistics, Mathematics, Economics, Business Analytics, Computer Science, Engineering, or related field.
• experience in Data Analytics, Business Intelligence, Workforce Management Analytics, or a related role.
• Strong proficiency in SQL for data extraction, transformation, and analysis.
• Advanced Microsoft Excel skills including Pivot Tables, Power Query, and complex formulas.
• Experience with visualization tools such as Power BI
• Knowledge of workforce management concepts including: Forecasting Capacity Planning Scheduling Real-Time Management Service Level Management Workforce KPIs
• Strong analytical, problem-solving, and critical-thinking abilities.
• Excellent communication and stakeholder management skills.

Qualifications

Certifications

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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.