Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. Inviting applications for the role of Business Analyst - Customer Care 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 requests 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 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 . 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 . Proficient in using Microsoft Excel . Knowledge/Experience in Tableau will be an added advantage . Knowledge/Experience in SQL queries will be an added advantage . 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 %27starter kit,%27 paying to apply, or purchasing equipment or training.
