Business Analyst - pune, India - Genpact

Genpact pune, India

6 days ago

Description

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.

We are inviting applications for the role of Business Analyst, Customer Service,

In this role, you will be responsible for Drive Continuous Improvement and Develop a strategy for team to reach organization goal.

Responsibilities

Monitor team members and able to provide mentorship whenever needed

Manage the flow of day-to-day operations & key metrics like Sales, NPS, Issue resolution

Build reports to update the company on the team's progress

Rapport building with the internal & external stakeholder

Deal with any issues that arise during shift promptly and professionally, seeking advice from the duty manager where necessary

Ensure that the highest possible levels of customer service are delivered at all times

Assist the Manager as and when necessary to make the business run effectively and efficiently

Communicate clear instructions to team members

Audit conversations & giving coaching & feedback to the agents

Control shrinkage & attrition, drive production hours

Qualifications we seek in you

Minimum qualifications

Graduation in any stream (Preferred B.Tech. or any Technical graduation or additional certification done along with any existing graduation degree)

Meaningful experience in Operations with Customer Service

Relevant experience in Team Handling/ people facing role. Proven track record for handling 15 to 20 resources and keeping an engaged workforce in absence of Team Leader

Proficient with MS Excel, MS Word, MS PowerPoint

Preferred qualifications

Good analytical and problem solving skills

Ability to communicate verbally and through emails/Phones with businesses

Proven ability to build effective working relationships with clients & internal stakeholders

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