Business Analyst
Genpact
0 - 3 years
Bengaluru
Posted: 3/5/2025
Job Description
Responsibilities
1. Staff Scheduling and Planning:
Develop and manage assignments and approach based on queue demand, ensuring optimal coverage.
Balance workload distribution to meet operational needs and performance targets.
Adjust queue management approach and assignments in real-time based on absences, peaks in demand, or other operational changes.
2. Forecasting:
Analyze historical data and trends to forecast staffing requirements and gaps.
Account for variables such as seasonal fluctuations, promotions, and business growth.
3. Real-Time Monitoring and Adjustment:
Monitor employee performance and operational workflows in real-time to ensure adherence to service level agreements (SLAs).
Make immediate adjustments to staffing levels or priorities to mitigate performance issues or delays.
4. Performance Management:
Track key performance indicators (KPIs) related to staffing, throughput, productivity, efficiency, and service levels.
Provide insights in performance reports, identify areas for improvement, and suggest strategies to enhance productivity.
5. Process Optimization:
Identify inefficiencies or bottlenecks in the backoffice workflow.
Work with other operational teams to ensure best practices are consistently followed.
6. Reporting and Analysis:
Review and recommend adjustments based on workforce metrics (attendance, productivity, utilization rates, etc.).
Analyze trends, identify areas for improvement, and make data-driven recommendations.
Communicate findings and insights to senior management and other stakeholders.
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
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