Sr. Associate - Customer Care - Voice 5B

Sr. Associate - Customer Care - Voice 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 Workforce Management (WFM)Sr. Associate– Customer Care (Payroll & Payments)       Overview:   The WFM Sr. Associate is responsible for end-to-end workforce planning, real-time operations management, and reporting (MIS) for Payroll and Payments customer support. This role ensures optimal staffing, efficient queue management, and consistent service level performance across voice operations. The WFM works closely with Operations, Training, and Business stakeholders to enable data-driven decision-making and seamless customer experience delivery.     Responsibilities:   Workforce Planning & Forecasting   Develop short-term and long-term forecasting models based on volume trends, seasonality, and business inputs.   Create capacity plans aligned to demand, shrinkage, and business requirements.   Partner with Operations to ensure optimal staffing and hiring plans.   Continuously refine forecasting accuracy through trend analysis and historical data.     Scheduling & Capacity Management   Design and manage schedules to ensure optimal coverage across shifts and queues.   Account for shrinkage, leaves, and planned activities while building schedules.   Ensure efficient resource allocation across Payroll and Payments support lines.   Optimize scheduling to balance service levels, cost, and agent experience.     Real-Time Management (RTA)   Monitor real-time queue performance, call volumes, and agent adherence.   Take intra-day actions (re-skilling, reallocation, overtime, shift adjustments) to manage service levels.   Identify and mitigate risks such as volume spikes, absenteeism, or system issues.   Work closely with Operations to ensure immediate corrective actions.     Queue & Service Level Management   Manage queue health across Payroll and Payments workflows (inbound, callbacks, escalations).   Ensure efficient call routing, workload balancing, and backlog management.   Monitor service levels and response times, and drive corrective actions where required.   Provide insights into queue trends, peak volumes, and customer demand patterns.     MIS, Reporting & Analytics   Own and deliver daily, weekly, and monthly MIS reports for operations leadership.   Track and report key performance metrics across customer experience, operations, and workforce.   Develop dashboards and visualizations for performance tracking and decision support.   Provide actionable insights through data analysis and trend identification.   Ensure data accuracy, consistency, and timeliness across all reports.     Stakeholder Collaboration   Partner with Operations, Training, Quality, and Business teams to align workforce strategies.   Support leadership with data-backed recommendations for performance improvement.   Communicate effectively on workforce risks, opportunities, and performance trends.     Process Improvement & Automation   Identify opportunities to improve WFM processes, reporting efficiency, and automation.   Drive continuous improvement initiatives in forecasting, scheduling, and real-time management.   Leverage tools and technology to enhance workforce optimization and reporting accuracy.     Key Performance Indicators (KPIs) – WFM / MIS / RTA   Forecasting & Planning   Forecast Accuracy (Short-term & Long-term)   Capacity Plan Accuracy   Staffing Model Effectiveness     Scheduling & Adherence   Schedule Efficiency   Schedule Adherence   Coverage vs Demand (Staffing Variance)     Real-Time Operations (RTA)   Intraday Management Effectiveness   Real-time Adherence   Response to Volume Variance / Spike Management     Queue & Service Level Metrics   Service Level   Average Speed of Answer (ASA)   Queue Depth / Backlog   Abandon Rate     Productivity & Utilization   Utilization / Occupancy   Shrinkage (Planned & Unplanned)   Idle Time / Overstaffing / Understaffing Variance     MIS & Reporting   Report Accuracy   Timeliness of Reporting   Data Integrity & Consistency   Insights & Actionability of Reports     Operational Support Metrics   SLA Adherence (Support for Operations KPIs like AHT, FCR, etc.)   Workforce Optimization Efficiency   Cost Efficiency / Resource Optimization     👉 All KPIs measured as per Targets defined by client     Qualifications:   Required   Relevant years of experience in Workforce Management in a contact center (international voice preferred)   Strong expertise in forecasting, scheduling, and real-time queue management   Experience in MIS reporting, analytics, and dashboard creation   Strong analytical, problem-solving, and decision-making skills     Preferred   Experience supporting Payroll, Payments, Banking, or Fintech processes   Hands-on experience with WFM tools (Genesys, NICE, Aspect, Verint, etc.)   Advanced skills in Excel, reporting tools, or BI platforms (Power BI / Tableau)   Understanding of SLA-driven customer support environments     Success Measures   Consistent service level achievement through effective workforce planning   High accuracy in forecasting and scheduling   Strong real-time responsiveness to operational changes   Reliable, insightful, and actionable MIS reporting   Efficient workforce utilization with controlled shrinkage       Qualifications Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing Certifications Customer Experience Certification (COPC) - COPC Inc.COPC Inc., Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources Required Skills Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Sales, Technical Support Language English (Required), English (Required) Language Proficiency - Upper Intermediate - B2 Additional Job Location - Job Type Regular Master Skill List - Customer Care - Voice Remote Type - Office Work Shift - Night Job (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 shape