Business Analyst-INS027534

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 Senior Associate /Business Analyst – Intraday

Genpact is searching for dynamic, open-minded, mature individuals to support their workforce management operations .

Responsibilities

• Optimization: Continuously looking for ways to improve processes and tools to enhance workforce efficiency and effectiveness.

• Compliance and Risk Management: Ensuring all labor practices comply with local labor laws, company policies, and regulatory requirements. Managing risks related to workforce operations.
• Client Management: Managing relationships with LM stakeholders and ensuring that the team meets the organization's standards.
• Employee Development: Training and developing staff on workforce management tools, best practices, and new processes.
• Strategic Planning: Working with senior management to align workforce strategy with overall business goals. Providing insights and recommendations for long-term planning.
• Budget Management: Managing the budget for workforce tools, training, and other related expenses.
• Collaboration: Partnering with HR, operations, and other departments to ensure alignment on workforce strategies and goals.
• Problem-Solving: Quickly addressing and resolving any workforce-related issues to ensure smooth operations.
  
  

Qualifications we seek in you!

Minimum Qualifications / Skills

• Graduate in any field
• Robust experience in workforce management
• Good knowledge of WFM tools – like Verint / IEX / Aspect eWFM , RTA, Avaya CMS etc.) knowledge of other tools Amazon Connect, Verint, Chat monitoring tools (Ex, Live Person etc.) Avaya CMS & RTA/Intra-day
• Analytical mindset to solve problems and build staffing models.
• In-depth understanding of the various call center metrics and their relationship with each other
• S h ould be extremely proficient with Excel
• Should have excellent client handling skills
• Should possess excellent communication skills
• Strong team management skills
• Relevant years of working in contact center and workforce management processes
  
  

Preferred Qualifications/ Skills

• Knowledge of a WFM tools like Verint / Amazon Connect, Live Person etc. Similar/equivalent tools - IEX / Aspect eWFM , RTA, Avaya CMS etc.

• Proficient in Excel and reporting skills
  
  

Genpact is an Equal Opportunity Employer and considers applicants for all positions 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 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 'starter kit,' paying to apply, or purchasing equipment or training.

Job

Business Analyst

Primary Location

India-Gurugram

Schedule

Full-time

Education Level

Bachelor's / Graduation / Equivalent

Job Posting

Mar 27, 2025, 8:34:17 AM

Unposting Date

Ongoing

Master Skills List

Operations

Job Category

Full Time