Business Analyst

Ready to build the future with AI At Genpact we don t just keep up with technology we set the pace AI and digital innovation are redefining industries and we re leading the charge Genpact s 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 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 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 and on and Inviting applications for the role of Process Developer Business Analyst Consultant Sr Consultant Manager WFM- Real Time Analyst Genpact is searching for dynamic open-minded mature individuals to support their workforce management operations 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 request 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 Team management Advanced proficiency with Microsoft Excel including VBA Knowledge Experience in Tableau will be an added advantage Knowledge Experience in Sql queries will be an added advantage Very 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 Qualifications we seek in you Minimum qualifications Graduate in any field Prior experience in intraday management Good knowledge of WFM tools -like Verint IEX Aspect eWFM RTA Avaya CMS etc knowledge of other tools Amazon Connect Verint Chat monitoring tools Ex Live Person etc Avaya CMS RTA Intra-day will be beneficial Analytical mindset to solve problems In-depth understanding of the various call center metrics and their relationship with each other Should be extremely proficient with Excel Relevant experience required in working as an intraday analyst for an Inbound Process Preferred Qualifications Skills Knowledge of a WFM tools like Verint Amazon Connect Live Person etc Similar equivalent tools - IEX Aspect eWFM RTA Avaya CMS etc Hands-on on Excel and reporting skills Why join Genpact Lead AI-first transformation - Build and scale AI solutions that redefine industries Make an impact - Drive change for global enterprises and solve business challenges that matter Accelerate your career Gain hands-on experience world-class training mentorship and AI certifications to advance your skills Grow with the best - Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace Committed to ethical AI - Work in an environment where governance transparency and security are at the core of everything we build 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