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