Future Work Transformation Specialist

2 days ago

Pune, Maharashtra, India beBeeBusiness Full time ₹ 12,00,000 - ₹ 15,00,000
Job Overview

As a Business Analyst, you will play a vital role in shaping the future of work. Genpact is driving innovation in the AI and digital space, transforming industries globally.


Responsibilities
  • Monitor call centre performance in real-time using Amazon Connect and Verint, tracking key metrics such as service levels, adherence, occupancy, average handle time (AHT), and call volume.
  • Adjust staffing in real-time to ensure optimal service levels throughout the day.
  • Respond promptly to alerts and notifications regarding potential service level breaches, escalations, or agent availability issues.
  • Collaborate with supervisors, team leads, and managers to address escalated issues or system malfunctions that may affect agent productivity or service delivery.
  • Monitor agent adherence to schedules, breaks, and shift times, ensuring that agents are logged in and actively taking calls as per their schedules.
Requirements
  • Bachelor's degree in any stream, Operations Management, or a related field.
  • 2+ years of experience in real-time monitoring or workforce management, particularly in a call centre environment.
  • Expertise in Amazon Connect for real-time call centre monitoring, as well as Verint for adherence and performance management.
Benefits
  • Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation.
  • Make an impact - Drive change for global enterprises and solve business challenges that matter.
  • Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities.

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