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 Associate / Senior Associate/Process Developer - Real time analyst – Voice Chat Operations
Position Overview:
The RTA is responsible for managing SLs of the assigned process
Responsibilities:
• Managing the volume, queues, AHT, attendance and break schedules
• Work closely with the operations team to analyze and help improve their delivery processes
• Assisting in improving the performance to Ops leadership by providing detailed real time analysis on metrics
• Produce hourly, daily, weekly and monthly reports
• Communicating and coordinating with Ops leads and client daily
Ensure workforce planning and attainment
• Preparing and provide insights for customers and client

• Supporting delivery of SLs and Staffing targets for the site

• Participates in weekly/daily review calls

• Monitor real-time agent schedule adherence

• Provide historical data with analysis

• Producing ad-hoc reports

Skills:
• Knowledge of Google spread sheets and Excel formulas
• Knowledge of Line Adherence and Staffing attainment
• Experience with AWS, WFM tools like IEX, CMS, Avaya, etc
• Ability to create reports in Spreadsheets and Excel
• Problem solving skills

Attributes:
• Ability to take initiative
• Flexible team player with a positive attitude
• Flexible about working in rotational Shift Weekly Offs

• Able to communicate professionally - oral and written
Must have worked should be comfortable with
• 247 work environment
• 100% work from office
• Night shifts

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. 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