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    Business analyst - Pune, India - Genpact

    Genpact
    Genpact Pune, India

    Found in: Talent IN C2 - 1 week ago

    Genpact background
    Full time
    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.

    Inviting applications for the role of Customer Care/WFM Manager- Business Analyst

    Responsibilities

    ·Recommend staffing changes to match the call demand & coordinate with the WFM resource daily to ensure adequate staffing is maintained.

    ·Participate in periodic meetings with Operations & the Client

    ·Slicing and dicing of data at a market/process level drilling down to team/agent level to provide required insights

    ·Provide insights on existing data to internal/external stakeholders

    ·Identifying the market/process/queue by team/agent wise volume variations and alerting the respective stakeholders proactively

    ·All the observations should be reported to WFM to help to change the staffing plans/roster accordingly and send the alerts on SLA misses proactively, if any

    Qualifications we seek in you

    Minimum Qualifications/ Skills

    ·Any graduate degree or equivalent with a strong academic record

    ·Excellent Communication Skills

    ·Should have a good working knowledge of using Excel

    ·Good at excel functions like pivots, power pivots, trend graphs, bar graphs, VBA macros, bridge plans, etc.

    Preferred Qualifications/ Skills

    ·Power BI

    ·SQL Database, Access Automation

    ·Presentation Skills

    ·Lean/Six Sigma Certified

    ·Data Science

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