Business Analyst

4 weeks ago

Gurugram Gurugram, India Genpact Full time

Job Description

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:

1. Knowledge of a WFM tools like Verint / Amazon Connect, Live Person etc. Similar/equivalent tools - IEX / Aspect eWFM, RTA, Avaya CMS etc.

1. Hands-on on Excel and reporting skills

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