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Real Time Analyst


This is a Contract position in Richardson, TX posted June 23, 2021.

Real Time Analyst
: Operations
Richardson, TX

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Transformation happens here. Come, be a part of our exciting journey!
Inviting applications for the role of Real Time Analyst
Genpact is searching for dynamic, open-minded, mature individuals for a Real Time Analyst position in our Richardson, TX office, offering long term stability in this permanent placement role.
*Please note that due to the nature of this clients’ business, a confidentiality/non-disclosure notice will need to be signed prior to interviewing for this role.  A copy will be provided to you prior to any scheduled interview.

  • Monitoring Volume flows and agent adherence in real-time using Client provided tools
  • Raising alerts to Stakeholders on deviations from the schedules, Target & misses on SLA metrics
  • Ensuring Agents meet their assigned work and proactively communicate the challenges/issues
  • Prepare & deliver daily adherence/non-adherence reporting to management on volume, average handle time, schedules (shift, training), Shrinkage, utilization, employee activity (on all efficiency metrics)
  • Analyze daily efficiency metrics reports and communicate non-adherence/calls/anomalies to management
  • Handle employee activation/deactivation activities, token issuance
  • Handle employee queue assignment work in client provided tools, reconciliations and audits in MS excel
  • Handle onboarding and off-boarding activities with respect to permission management
  • Raise tasks for any issues related to client tools, data related issues or for any variation from BAU
  • Attend daily GCC bridge calls to support day to day employee issues related to client provided tools & troubleshoot
  • Work closely with Operations for daily, weekly & monthly reports
  • Conduct root cause analysis on any discrepancies or deviation from standard process
  • 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
  • Processing all unplanned changes/adjustments to the schedule:  call outs, late, and other Training/Nonproductive activities
  • Determining potential impact of changes and make necessary modifications
  • Determining causes for agent activity that deviates from the schedule, and work with supervisors to meet and exceed adherence goals
  • Delivering daily reporting detailing drivers for SLA misses

Minimum qualifications

  • Advanced MS Excel knowledge, VBA (macros) is must have.
  • Power BI, SQL knowledge is plus
  •  2+ years of experience in data analyst or real time analyst role.         
  • Good knowledge of Workforce management processes/Process Improvement techniques         
  • Proven track record of collaborating with cross-functional groups to produce results          

Preferred qualifications

  • Strong knowledge of overall business and a willingness to continually learn/adapt 
  • Strong analytical thinking 
  •  Ability to assess process requirements and show resiliency under pressure            
  •  Communicate effectively with people across organizational unit and all levels of Leadership         
  •  Interpersonal skills and ability to build and maintain relationships    
  •  A positive ‘can do’ attitude    
  •  Outstanding verbal and written communication skills required         
  •  Competent with Microsoft Office Suite         
  •  Must be able to accept/express accountability and immediately implement constructive feedback 
  •  Able to prioritize and manage daily productivity with limited supervision   
  •  Ability to work in a fast-paced environment to effectively meet deadlines  
  •  Flexible for evening/overnight and weekends to ensure coverage of process needs
  • Ability to remain calm and professional under pressure
  • Highest level of professionalism, self-motivation and sense of urgency
  • Ability to follow complex methods and procedure        

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.