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Senior Manager - Forecasting  data scientist

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

Are you the one we are looking for?

We are inviting applications for the role of Senior Manager, Workforce Management [WFM] SME for Back office

Domain Expertise:

  • WFM in Back office planning
  • Forecasting, Capacity, Scheduling and Real time management
  • Providing consulting and advisory support to the client
  • Have work with Production, training and Vendor Partners to provide solutions and guidance on Workforce
  • Resource Planning and Real time monitoring
  • Good and strong knowledge some of WFM industry tools and hands on experience in working with them
  • Experience in designing, building and deploying WFM leadership scorecards
  • Advanced MS excel 
  • Plan and Present to Leadership
  • Experience from WFM from banking or digital payment back office experience
  • SPOC (Single Point of Contact) between Client and Operation for Resource Management and removing Obstacles so as to help Operation to achieve SLA Targets for LOB’s like Escalations / Complaints
  • Global Scheduling, Rostering & Capacity/Resource Planning
  • Engagement with Operations on Planning and Scheduling
  • Engagement with Project leads on business updates
  • Client calls on performance and scheduling shells
  • Proactive and reactive analysis to bridge headcount surplus/deficit for +13 weeks and rolling



  • Plan, Design, Build and deliver on WFM activities and process
  • Drive client discussion on requirements and build solution bases gaps in WFM process
  • Own end-to-end reporting and MIS delivery for multiple projects.
  • Be responsible for ensuring the timeliness and accuracy of the all reports
      • Lead meeting and develop agenda for various functions to review performance and efficiency.
      • Provide transparency and instructions to your team on the expectation for functions.
      • Identify and remove redundancies in the process for effective delivery
      • Develop a strategy for redefining WFM goals bases the client and business requirements.
      • Lead the way in implementing new technologies in operations.
      • Design road map to develop the team members and get them ready to scale up bases requirements
      • Design and build performance metrics and set up benchmarks
      • Ensure timeliness and accuracy delivery to customer
      • Also develop reports and tools to give daily and weekly visibility to Sr. Management on run rate.


Qualifications we seek in you!

Minimum qualifications

  • Graduate (any stream)
  • Specialist in WFM and Analytics with strong experience in Reporting
  • Experience in working with Onshore clients


Preferred qualifications

  • Relevant experience in WFM
  • Experience in planning, designing and executing WFM Process for Clients
  • Excellent Interpersonal Skills

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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit Follow us on Twitter, Facebook, LinkedIn, and YouTube.


Job: Senior Manager

Job ID: INS010127

Primary Location: India - Gurugram

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Nov 18, 2021

Master Skills List: Operations

Job Category: Full Time