Assistant Manager

Ready to shape the future of work
At Genpact, we don&rsquot just adapt to change&mdashwe drive it. AI and digital innovation are redefining industries, and we&rsquore leading the charge. Genpact&rsquos AI Gigafactory, our industry-first accelerator, is an example of how we&rsquore 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&rsquos 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 / Business Analyst/ Assistant Manager - WFM Scheduler/Supervisor

In this role. the Scheduler is responsible for creating and maintaining schedules of the assigned process and ensure optimal efficiency and performance.

Responsibilities:

. Creating schedules based on provided forecast and/or actual trends

. Create schedules to improve efficiencies and utilization of resources.

. Scheduler will be responsible for creating schedules, optimizing staffing, and ensuring adherence to service levels and staffing targets.

. Understanding of Erlang C and Building Schedules Erlang C

. Experience in DOW adjustments of schedules.

. Oversees and maintains the (WFM) Platform from Scheduling perspective

. Work closely with TLs and Managers to understand and accommodate employee requests

. Work closely with operations to communicate and resolve staffing shortfalls.

. Experience with short term planning and scheduling for all live and non-live channels.

. Support Real time teams to manage and achieve the SLAs

. Participates in weekly/daily review calls

Qualifications we seek in you!

Minimum Qualifications:

. Bachelor&rsquos degree in business administration, Management, or a related field (preferred).

. Relevant experience in managing voice operations in the BPO sector.

. Proven success in leading teams, achieving KPIs, and building client relationships in a fast-paced environment.

Preferred Qualifications

. Knowledge of Google spread sheets, Excel formulas

. Knowledge of Erlang C for scheduling

. Knowledge of Line Adherence and Staffing attainment

. Experience with AWS, WFM tools like IEX, CMS, Avaya, etc

. Ability to create schedules in Spreadsheets and Excel

. Analyze historical performance to ops and take correct scheduling decisions to improve efficiency.

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 progressCome join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. Let&rsquos 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 %27starter kit,%27 paying to apply, or purchasing equipment or training

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 %27starter kit,%27 paying to apply, or purchasing equipment or training.