Ready to build the future with AI? At Genpact, we don’t just keep up with technology—we set the pace. 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, 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 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. And as you help us create a better world, we will help you build your own intellectual firepower. Inviting applications for the role of Vice President Workforce Management
The Vice President, Workforce Management will lead end-to-end WFM service delivery for multi-site, multi-client contact center operations for Genpact Philippines. This role will be owning forecasting, capacity planning, scheduling, intraday/real-time performance, and WFM analytics to deliver SLA outcomes, productivity, and customer experience. Reporting to the Chief Operations Officer, you will bring deep expertise in contact center WFM fundamentals and modern WFM tools/technology to build best-in-class workforce solutions across voice and digital channels. Responsibilities Enterprise WFM Delivery & Performance Management Own WFM outcomes across programs, including staffing, scheduling, forecasting, capacity planning, performance reporting, and real-time management. Put in place mechanisms to identify performance gaps/breakthroughs and execute improvement plans. Lead WFM knowledge design, implementation, and operational support for complex programs. Forecasting, Capacity Planning & Scheduling (Omnichannel) Drive short- and long-range demand planning and staffing strategies across contact center programs, ensuring delivery centers meet customer and business needs. Ensure schedule design supports service goals while balancing operational constraints (e.g., training time, meetings, off-phone activities) through strong stakeholder communication. 3) Real-Time / Intraday Management & Operational Control Establish strong intraday governance and real-time performance routines to protect SLAs and customer outcomes through proactive adjustments and communication. 4) Client & Stakeholder Leadership Lead client conversations effectively and serve as a senior escalation point for internal/external stakeholders on WFM topics. Maintain and grow strong client relationships with a focus on experience measures (e.g., NPS for WFM-as-a-service). 5) WFM Transformation, Technology & Automation Partner with digital teams to introduce breakthrough technology solutions (e.g., automation/RPA) into WFM operations. Lead implementation of new WFM technologies and ensure adoption across delivery. 6) Transitions, New Logos, and Solutioning Support Support new deal motions including WFM solutioning, due diligence, transition, and stabilization. 7) People Leadership (Multi-location) Lead and scale WFM teams across multiple locations, enabling strong execution, capability building, and consistent ways of working across sites/time zones. Qualifications we seek in you! Minimum qualifications progressive experience in workforce management and contact center operations, including leadership roles (e.g., senior WFM analyst/scheduler/leader). Demonstrated ability to lead large WFM programs in a BPO environment and deliver outcomes through data-driven decisioning. Strong command of contact center metrics, KPIs, and WFM best practices. Advanced analytical capability for forecasting and data interpretation, with strong execution discipline in a fast-paced operations environment. Expertise with WFM platforms and tooling; Excellent written and verbal communication skills with proven ability to influence leaders and stakeholders. WFM certifications (e.g., workforce planning/workforce management) are an advantage. Lean / Six Sigma or similar process improvement background to identify and execute efficiency improvements in workforce operations Why join Genpact? • Lead AI-first transformation – Build and scale AI solutions that redefine industries • Make an impact – Drive change for global enterprises and solve business challenges that matter • Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills • Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace • Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build • 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 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