Genpact  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.

Genpact inviting applications for the role of Business Analyst.

Job Designation : Business Analyst

Qualification : BE/BTech/MCA

Experience : Freshers

Skill Set :

1. Knowledge of Erlang C for scheduling
2. Knowledge of Google spread sheets, Excel formulas
3. Knowledge of Line Adherence and Staffing attainment
4. Experience with AWS, WFM tools like IEX, CMS, Avaya, etc
5. Ability to create schedules in Spreadsheets and Excel
6. Relevant experience in managing voice operations in the BPO sector.
7. Proven success in leading teams, achieving KPIs, and building client relationships in a fast-paced environment.
8. Analyze historical performance to ops and take correct scheduling decisions to improve efficiency.

Job Description :

• Create schedules to improve efficiencies and utilization of resources.
• Scheduler will be responsible for creating schedules, optimizing staffing, and ensuring adherence to service levels and staffing targets.
• Understanding of Erlang C and Building Schedules Erlang C
• Experience in DOW adjustments of schedules.
• Oversees and maintains the (WFM) Platform from Scheduling perspective
• Work closely with TLs and Managers to understand and accommodate employee requests
• Work closely with operations to communicate and resolve staffing shortfalls.
• Experience with short term planning and scheduling for all live and non-live channels.
• Support Real time teams to manage and achieve the SLAs
• Participates in weekly/daily review calls

Location : Gurugram, India