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 Analyst, Customer Care

Responsibilities
• Maintain reports spreadsheets for historical data, manage email queues
• Work closely with operations for daily, weekly monthly reports
• Provide insights analytics on drivers impacting Key Performance Indicators Volume
• Recommend staffing changes to match the call demand co-ordinate with the work force manager resource on a daily basis to ensure adequate staffing is maintained.
• Participate in periodic meetings with operations the Client
• Data analyzing, at a market/process level drilling down to team/agent level, to provide required insights
• Proficient at excel functions like pivots, power pivots, trend graphs, bar graphs, macros, bridge plans etc..
• Providing insights on existing data to internal/external stakeholders
• Identifying the market/process/queue by team/agent wise volume variations and alerting the respective stake holders proactively
Qualifications we seek in you
Minimum Qualifications / Skills
• Experience working as a Business Analyst for call centers or similar industry;
• Good Communication skills both written and verbal
• Comfortable with handling lots of data numbers
• Should have good working knowledge of using Excel
• Ability to manage and coordinate multiple assignments simultaneously in a deadline-driven, fast-paced environment required
• Proficiency with MS Excel, specifically pivot tables, vLookups 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 stakeholders is required
• Ability to interact with Global Teams global stakeholders
• Preferred to have exposure to Global clients should be familiar with different Time Zones
• Strong analytical and quantitative skills and ability to see trends and patterns in data and translate data into decisions is required

Preferred Qualifications/ Skills
• Must have WFM/MIS experience
• Ability to perform well in a highly dynamic, rapidly changing environment.
• Creative, outside-the-box thinker and strategist.
• Excellent communication and presentation 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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
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.