Vice President - Workforce Management

Vice President, Workforce Management – Region Lead

Inviting applications for the role of Vice President Workforce Management. This senior leadership position will drive end‑to‑end workforce management (WFM) service delivery for Genpact Philippines’ multi‑site, multi‑client contact center operations. The incumbent will own forecasting, capacity planning, scheduling, real‑time performance and WFM analytics to deliver SLA outcomes, productivity, and customer experience while reporting to the Chief Operations Officer.

Responsibilities

• Own WFM outcomes across programs, including staffing, scheduling, forecasting, capacity planning, performance reporting, and real‑time management.
• Implement mechanisms to identify performance gaps and execute improvement plans.
• Lead WFM knowledge design, implementation, and operational support for complex programs.
• Drive short‑ and long‑range demand planning and staffing strategies across c...