WFM Scheduler

Job Description:

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 Management Trainee - WFM Scheduler

In this role, one must have
* Good knowledge of WFM tools -like Nice, Verint / IEX / Aspect eWFM, Avaya CMS etc.) Intra-day will be beneficial
* In-depth understanding of the various call center metrics and their relationship with each other & Good Knowledge of RTA, Scheduling & Capacity planning

Responsibilities
* Manage & Deliver Scheduling & Capacity Planning for WFM Team
* BSc/B.Tech
* Build Daily/Weekly/Monthly schedules for the respective LOB's using WFM tools - Nice, Verint, IEX etc
* The Schedules are planned to ensure the Interval wise requirements are met and all SLA and also provision for the required training/meeting/coaching time
* Review schedule plan vs requirements and raise request for shift changes, indents
* Implement processes for leave planning and incorporate the same in schedule model/plan
* Provide weekly staffing view and SLA adherence to the internal team and Clients
* Build Capacity plan on Monthly basis & scheduling on weekly basis and manage calls with client
* Review and validate schedule adherence and make the required adjustments
* Publish reports - Staffing accuracy, adherence, absenteeism drill down/analysis. HC recon and validation

Qualifications we seek in you!

Minimum Qualifications

* B.Sc with relevant years of working experience as a Real time analyst for an Inbound Process
* Should have taken calls/chats in a Call center

Preferred Qualifications/ Skills
* B.Sc/B.Tech with Knowledge of a WFM tools like Nice, Verint, Live Person etc. Similar/equivalent tools - IEX / Aspect e-WFM, Avaya CMS
* Basic use of Excel and reporting skills

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