URGENT | Real Time Analyst

Must have experience: Average understanding in using Excel formulas

Ready to shape the future of work?

At Genpact, we don't just adapt to change—we drive it. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that's shaping the future, this is your moment.

Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation,our teams implementdata, technology, and AI to create tomorrow, today. Get to know us at  and on LinkedIn, X, YouTube, and Facebook.

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

· Good understanding of excel formulas

· Good knowledge in KPI Metrics (Shrinkage, Schedule adherence, SLA, Occupancy, Utilization, and AHT)

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

Why join Genpact?

• 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

• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day

• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Let's build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, s*x, ag*, 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.  

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.