Job Description
Inviting applications for the role of Business Analyst, WFM- Real Time Analyst
Genpact is searching for dynamic, open-minded, mature individuals to support their workforce management operations.
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 request 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
Team management
Advanced proficiency with Microsoft Excel, including VBA
Knowledge/Experience in Tableau will be an added advantage
Knowledge/Experience in Sql queries will be an added advantage
Very 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
Qualifications we seek in you
Minimum qualifications:
Graduate in any field
Prior experience in intraday 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 will be beneficial
Analytical mindset to solve problems
In-depth understanding of the various call center metrics and their relationship with each other
Should be extremely proficient with Excel
Relevant experience required in working as an intraday analyst for an Inbound Process
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.
Hands-on on Excel and reporting skills