Business Analyst

Business Analyst

Not Specified
Not Specified

Job Description

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world&rsquos biggest brands&mdashand we have fun doing it. Now, we&rsquore calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Inviting applications for the role of Assistant Manager, MIS & Reporting
In this role, you will be responsible for Drive Continuous Improvement and develop a strategy for team to reach organization goal!
. Meaningful experience in Scheduling with any WFM tool in call center
. Demonstrated skills and competencies in assessment, problem solving, practices / policy administration / interpretation
. Flexibility to quickly shift priorities, multi-task and prioritize simultaneous requirements in fast paced environment and manage all to completion.
. Process orientation, including significant organizational and prioritization skills. Work closely with Operations for daily, weekly & monthly reports!
. Good interpersonal skills, with the ability to work effectively with people at all levels of the organization.
. Lead planning and execution of SLAs, capacity, and workflow plans for multiple functional areas.
. Able to define metrics, goals, and strategic direction across functional area(s) in support of overall group vision
. Good communication, facilitation, and interpersonal skills.
. Proficient with Microsoft Office products like Windows, Word, Excel, and PowerPoint required.
. Excellent analytical and problem solving skills
. Hand on experience on Scheduling on Excel (using Erlang or other models) for the Process to ensure forecasted service level (SL) for the day is met / improved. In case line staffing is provided, ensuring that the staffing schedules meet the requirements satisfactorily. This can be a weekly, bi-weekly or a monthly activity.
. Ability to perform process level Capacity planning on Excel on a rolling 3 months basis to help generate a hiring plan for optimum staffing - this could be at a weekly level as well
. Lead and partner with RTAs (Real Time Analysts) to provide WFM support.
. Providing insights on existing data to internal/external partners
. Proactive approach in recognizing emerging trends
. To perform root cause analysis for the days the process has missed its targets and suggest corrective action
. Communicating available leave slots considering current staffing requirements.
. Should be able to communicate effectively with client and the Process management on issues relating to WFM
. Provide reports pertaining to SL, Staffing requirements and Forecast deviation
Minimum qualifications
. Meaningful experience with proficiency in Forecasting, Scheduling and Capacity Planning and Reporting
. Should have hands on experience of being able to generate Schedules for Process as per the requirements
. High level proficiency in Excel based scheduling and capacity planning
. Must have experience of WFM tool Aspect eWFM
Preferred qualifications
. Customer management exposure and good presentation skills is a must
. Ability to lead calls with clients / other business function independently
. Ability to handle pressure - Timelines and Customer Demands
. Self-motivated and execution oriented. Team worker and should have people/peer management experience
. Should be capable of handling lots of data in an efficient and effective manner.
. LEAN/Six Sigma Trained, Tested & Certified (preferred)
. In-depth understanding of the various call center metrics and their impact on each other
. Excellent knowledge of Advanced Excel, Erlang models & Avaya CMS(or Real time/Reporting tools)
. Knowledge of Forecasting along with knowledge of End to End MIS reporting
. Able to clearly outline current performance drivers and actions to improve
. Maintain a professional and positive demeanor at all times
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 Follow us on Twitter, Facebook, LinkedIn, and YouTube.

About Genpact

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