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Business Intelligence Specialist

3 weeks ago

Gurgaon, Haryana, India Genpact Full time

**Job Overview:**

We are seeking a highly skilled Business Intelligence Specialist to join our team at Genpact. As a Business Intelligence Specialist, you will play a critical role in driving business growth and improvement by analyzing data and developing insights that inform our workforce management operations.

Key Responsibilities:

  • Analyzing data to identify trends and areas for improvement
  • Developing and implementing data-driven solutions to optimize workforce efficiency and effectiveness
  • Collaborating with cross-functional teams to ensure alignment on workforce strategies and goals
  • Providing insights and recommendations to senior management to inform long-term planning

Requirements:

  • Graduate in any field
  • Robust experience in workforce management
  • Good knowledge of WFM tools like Verint / IEX / Aspect eWFM, RTA, Avaya CMS etc.
  • Analytical mindset to solve problems and build staffing models
  • In-depth understanding of the various call center metrics and their relationship with each other
  • Excellent client handling skills
  • Strong team management skills
  • Relevant years of working in contact center and workforce management processes