Description
Genpact is inviting applications for the role of Business Analyst – WFM Scheduler under the designation of Management Trainee / Business Analyst / Assistant Manager. This job opening for freshers is perfect for analytical minds eager to enter the field of workforce management and scheduling. If you have a knack for numbers, scheduling logic, and strategic planning, this opportunity offers the right environment to kick-start and grow your career in the operations and business analytics domain.
About
Genpact (NYSE: G) is a global professional services and solutions firm that partners with the Fortune Global 500. With over 125,000 professionals in 30+ countries, Genpact is driven by innovation, AI, and a purpose-led approach to transforming businesses. Join a company that believes in shaping a future that works better for people—powered by digital transformation, deep process expertise, and cutting-edge technology.
Responsibilities
- Creating optimal workforce schedules using forecasted trends and historical data.
- Applying Erlang C methodologies to plan and build agent schedules effectively.
- Analyzing weekly and daily data to improve resource utilization and operational efficiency.
- Identifying and resolving staffing gaps by collaborating with team leaders and operations managers.
- Supporting real-time teams in meeting Service Level Agreements (SLAs).
- Participating in scheduling reviews and short-term planning for live and non-live channels.
- Preparing reports and tracking line adherence and staffing attainment metrics.
- Utilizing WFM tools (e.g., IEX, CMS, Avaya) and spreadsheets for scheduling and workforce planning.
- Handling schedule requests and working closely with supervisors to accommodate team needs.
Skills
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Strong knowledge of Microsoft Excel (advanced formulas, data filters, pivots).
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Familiarity with Google Sheets and real-time collaborative tools.
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Understanding of Erlang C concepts and their application in WFM.
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Experience (or exposure) to WFM platforms such as IEX, CMS, Avaya, AWS is a plus.
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Excellent communication and stakeholder coordination skills.
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Problem-solving and data interpretation capabilities.
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Ability to work under pressure in a dynamic, fast-paced environment.
Eligibility Criteria
- Bachelor’s degree in Business Administration, Management, or a related field.
- 0–2 years of relevant experience in voice process operations or WFM roles (BPO experience preferred but not mandatory).
- Willingness to work in a rotational shift environment, if required.
- A strong drive to learn WFM tools and contribute to operational success.
Job Type: Full-Time | Entry-Level to Assistant Manager | Business Analytics / Workforce Management Domain
Job Location: India (Remote/Hybrid/Office location may vary based on team placement)
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How To Apply
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- Interested candidates should submit a cover letter and CV. International students studying at a UK university are also eligible to apply.
