Genpact
About Genpact & Role Overview
Genpact (NYSE: G) is an advanced technology and process intelligence leader transforming global enterprise operations.
We are seeking a dynamic Intraday Analyst to join our Workforce Management (WFM) operations. In this role, you will manage real-time queues, track schedule adherence, conduct root-cause analysis on SLA deviations, and optimize intraday staffing levels in an Omni-Channel Command Center.
Key Responsibilities
Real-Time Monitoring: Track ACD queues, agent states, and real-time schedule adherence (tardiness, absenteeism, and schedule deviations).
Staffing & Schedule Optimization: Manage offline activities, analyze real-time staffing positions, and update schedules/exception requests in WFM applications.
SLA & Root Cause Analysis: Perform root-cause analysis on SLA deviations and develop actionable resolution plans.
Reporting & Metrics: Capture, track, and publish operational WFM metrics including Productivity, Efficiency, Occupancy, and SLAs.
Stakeholder Communication: Discuss requirements and operational performance effectively with internal stakeholders and clients.
Qualifications & Skills
Minimum Qualifications
Education: Graduate in any discipline (Business Analytics, Computer Science, Statistics, or related fields preferred).
Experience: Hands-on experience as an Intraday Analyst in an Omni-Channel Command Center environment.
WFM & ACD Tools: Experience with WFM applications (Calabrio, Verint, IEX, Aspect eWFM, TeleOpti) and ACD systems (Avaya CMS, Triton, Nice InContact).
Technical & Analytical: High proficiency in MS Excel and a strong understanding of call center metrics and their interrelationships.
Language: Advanced / C1 level English communication skills (verbal and written).
Preferred Skills
Advanced MS Excel skills including VBA exposure.
Working knowledge of SQL queries.
Role Details
Work Shift: Evening Job (India).
Work Type: Hybrid.
To apply for this job please visit genpact.wd108.myworkdayjobs.com.