Job Description

With a startup spirit and 115,000+ curious and courageous minds, we have the expertise to go deep with the world\xe2\x80\x99s biggest brands\xe2\x80\x94and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We\xe2\x80\x99re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people. Now, we\xe2\x80\x99re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower. Welcome to the relentless pursuit of better.
Welcome to the relentless pursuit of better.

Inviting applications for the role of Business Analyst - Real Time Analyst!

Responsibilities
\xef\x82\xa7 Monitor real-time queue status and agent schedule adherence
\xef\x82\xa7 Monitor, record, and escalate real-time schedule adherence impacts; including tardiness, absenteeism, and other schedule deviations
\xef\x82\xa7 Manage break schedules, optimize breaks as per requirement
\xef\x82\xa7 Conduct root cause analysis of SLA deviations, action plan development, and resolution
\xef\x82\xa7 Input daily exception requests then update schedules
\xef\x82\xa7 Responsible for capturing and publishing all operational metrics related to WFM (Productivity, Efficiency, and SLAs)
\xef\x82\xa7 Maintain and track accurate records of PTO accruals, attendance, and time off usage
Qualifications we seek in you
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

\xef\x82\xa7 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
\xef\x82\xa7 Proficient in using Microsoft Excel
\xef\x82\xa7 Knowledge/Experience in Tableau will be an added advantage
\xef\x82\xa7 Knowledge/Experience in SQL queries will be an added advantage
\xef\x82\xa7 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.
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.

Genpact