Workforce Management Analyst

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
Process Developer – MIS & Reporting

In this role, you would be responsible for doing the Daily, Weekly & Monthly MIS Reporting for the business with zero miss.

Responsibilities

• Maintain reports & spreadsheets for historical data, handle email queues & Call queues
• Driving service levels through adjustment of staffing based on attendance and call volume
• Monitoring Volume flows and agent adherence in real-time using Client provided tools
• Planning the work allocation according to the inventory
• Ensuring Agents meet their assigned work and actively communicate the challenges/issues
• Processing all unplanned changes/adjustments to the schedule: call outs and other

Training/Nonproductive activities

• Figuring out potential impact of changes and make necessary modifications
• Figuring out causes for agent activity that deviates from the schedule, and work with supervisors to meet and exceed adherence goals
• Delivering daily reporting detailing drivers for SL misses
• Delivering daily Agent & process level reporting ex. Absenteeism, productivity, Incoming vs Closed volumes, closes and Incoming calls vs Answered and Abandoned etc.,
• Identifying and communicating system issues affecting service levels
• Figuring out need/opportunities for intraday scheduling changes – removing offline activity in response to demand, or adding offline activity in response to availability
• Assessing Supervisor requests for intraday scheduling changes and approve or deny based on need.
• This job may require working a 24/7 schedule with alternating shifts and daily review of online content that may be highly egregious/ sensitive in nature, such as (but not limited to) graphic violence, self-harm, child abuse, and hate speech.

Minimum qualifications

• Any graduate degree or equivalent

• Relevant work experience in MIS/Reporting

Preferred skills:

• Attention to details

• Good analytical and quantitative skills and ability to see trends and patterns in data and translate data into decisions is required

• Ability to handle and coordinate multiple assignments simultaneously in a fast-paced environment required

• Proficiency with MS Excel, specifically pivot tables, VLOOKUP and PowerPoint required

• Ability to provide coverage during operational hours, with after-hours coverage as needed is required

• Ability to develop and maintain effective communication with client and internal partners is required

• Good Communication skills both written and verbal Knowledge of VBA scripting & understanding of databases and queries is must

• Good hands-on experience on MS Access/ Power BI/SQL Database, Access Automation/Data Science

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, colour, 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. For more information, visit . 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 'starter kit,' paying to apply, or purchasing equipment or training.