Vice President - Workforce Management

Regional Leader - Talent Acquisition

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

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
- a.
- Own WFM outcomes across programs including staffing scheduling forecasting capacity planning performance reporting and real-time management.
- b.
- Put in place mechanisms to identify performance gaps/breakthroughs and execute improvement plans.
- c.
- Lead WFM knowledge design implementation and operational support for complex programs.
- Forecasting Capacity Planning & Scheduling (Omnichannel)
- a.
- Drive short- and long-range demand planning and staffing strategies across contact center programs ensuring delivery centers meet customer and business needs.
- b.
- Ensure schedule design supports service goals while balancing operational constraints (e.g.
- training time meetings off-phone activities) through strong stakeholder communication.
- Real-Time / Intraday Management & Operational Control
- Establish strong intraday governance and real-time performance routines to protect SL As and customer outcomes through proactive adjustments and communication.
- Client & Stakeholder Leadership
- a) lead client conversations effectively and serve as a senior escalation point for internal/external stakeholders on WFM topics.
- b) maintain and grow strong client relationships with a focus on experience measures (e.g.
- NPS for WFM-as-a-service).
- 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.
- Transitions New Logos and Solutioning support
- Support new deal motions including WFM solutioning due diligence transition and stabilization.
- 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

Bachelors - HR/Industrial Relations, Bachelors - Human Resource Management, Bachelors - Psychology, Masters - Business Administration, Masters - Human Resource Management

Certifications

SHRM Certified Professional (SHRM-CP) - ProtouchProtouch

Required Skills

Administrative Process, Client Relations, Cost Management, Data Analytics, Data to Insights, Executive Presence, Executive Recruiting, Hiring, Human Resources Operations, Social Media, Stakeholder Management, Storytelling, Talent Acquisition, Workday Adaptive Planning

Language

English

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

Talent Acquisition, Workforce Management

Remote Type -

Office

Work Shift -

Variable (Philippines)

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.