With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.
Transformation happens here. Come, be a part of our exciting journey!
Are you the one we are looking for?
Inviting applications for the role of Business Analyst – Real Time Analyst!
Responsibilities
Monitor real-time queue status and agent schedule adherence
Monitor, record, and escalate real-time schedule adherence impacts; including tardiness, absenteeism, and other schedule deviations
Manage break schedules, optimize breaks as per requirement
Conduct root cause analysis of SLA deviations, action plan development, and resolution
Input daily exception requests then update schedules
Responsible for capturing and publishing all operational metrics related to WFM (Productivity, Efficiency, and SLAs)
Maintain and track accurate records of PTO accruals, attendance, and time off usage
Minimum qualifications
Graduate/ Postgraduate in any discipline
Proficiency with Microsoft Excel
Contact Center Work Force Management
Good knowledge and experience in Excel and WFM tools like Nice IEX, Incontact, Avaya
Experience in using CC WFM tools like Nice IEX, Incontact, Avaya Aspect & Avaya CMS
Good communication skills; must be able to discuss the requirements effectively with client teams, internal team members
Excellent business acumen; should be able to effectively translate the business requirements into deliverables
Preferred qualifications
Proficient in using Microsoft Excel
Knowledge/Experience in Tableau will be an added advantage
Knowledge/Experience in SQL queries will be an added advantage
Strong interpersonal and communication skills
Genpact is an Equal Opportunity Employer and considers applicants for all posit ions 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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
