Process Developer
Genpact View all jobs
- Quezon City, Metro Manila
- Permanent
- Full-time
At Genpact, we don’t just adapt to change—we drive it. 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, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, 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.Inviting applications for the role of [Process Developer], [Workday (Workforce Planning)]!
In this role, you will be a part of the core sourcing team and drive different channels for timely delivery. Need to understand every requirement from business as it comes in and drive sourcing in the right direction.Responsibilities
- Manage front-end of WFM in real-time queue performance management – pro-actively delivering updates that impact service delivery
- Monitor real-time adherence and communicate staffing discrepancies to stakeholders
- Communicate and maintain a record of system, voice, and telecom issues to the department
- Works with the team for the intraday reports and staffing
- Real-time adherence, monitoring and communications
- Analyze inbound call pattern and trends, and provides logical action to align staff as necessary
- Maintain a good relationships with the Operations leads and managers, to improve overall understanding and awareness of daily/weekly business impacts
- Provide Operations the feedback, huddle timings, training schedules, and other off-the-phone activities
- Produces and analyzes daily efficiency reports
- Publish reports required by stakeholders
- Attends centralized or site management meeting, as required
- Supports process improvements, Lean/Six Sigma projects
- Other assigned tasks as required by the business
- Knowledge on collections is an advantage
Minimum Qualifications / Skills
- College Graduate
- Relevant experience required in WFM analyst
- Above average MS Excel skills, highly familiar with raw file report crafting, pivots and advance Excel formulas
- Previous experience in workforce management – real-time and floor management, creating workforce SOPs, and SLA management is an advantage
- Has excellent personal and interpersonal skills
- Excellent attendance record
- Excellent analytical skills
- Willing to learn the ins and outs of any business
- Able to work with minimal supervision
- Good people connect with outstanding PR skills
- Understanding on sourcing & market / competition
- Eye for detail and quick response time
- Ability to drive compliance & process adherence
- Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
- Make an impact – Drive change for global enterprises and solve business challenges that matter
- Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
- 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
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.