Genpact

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 Reporting Analyst (MIS) & WFM - Process Associate - English – Hybrid Iasi

In this role, you will be responsible for real-time and/or historical reporting requirements of business. Responsible for delivering daily, weekly and monthly reports. Coordination with different teams to collate data and present them in the form of meaningful dashboard and reports for the management.

Responsibilities

• Maintain reports & spreadsheets for historical data, manage email queues
• Work closely with Operations for daily, weekly & monthly reports
• Recommend staffing changes to match the call demand & co-ordinate with the WFM resource on a daily basis to ensure adequate staffing is maintained.
• Participate in periodic meetings with Operations & the Client
• Provide insights & analytics on drivers impacting Service Levels & Volume
• Slicing and dicing of data at a market/process level drilling down to team/agent level to provide required insights
• Extremely good at excel functions like pivots, power pivots, trend graphs, bar graphs, VBA macros, bridge plans etc.,
• 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
• All the observations should be reported to WFM to help change the staffing plans/roster accordingly and send the alerts on SLA misses proactively, if any
• Maintain reports & spreadsheets for historical data, manage email queues
• Work closely with Operations for daily, weekly & monthly reports
• Recommend staffing changes to match the call demand & co-ordinate with the WFM resource on a daily basis to ensure adequate staffing is maintained.
• Participate in periodic meetings with Operations & the Client
• Provide insights & analytics on drivers impacting Service Levels & Volume
• Providing insights on existing data to internal/external stakeholders

Qualifications

Minimum qualifications

• Any graduate degree or equivalent with a strong academic record
• Relevant work experience in MIS/Reporting
• Excellent Communication Skills
• Proficiency with MS Excel, specifically pivot tables, VLOOKUP's and PowerPoint required

Preferred qualifications

• Ability to manage and coordinate multiple assignments simultaneously in a deadline-driven, fast-paced environment required
• Proficiency in VBA Macros & Advance Excel is preferred
• Ability to provide coverage during operational hours, with after-hours coverage as needed is required
• Ability to develop and maintain effective communication with the client and internal stakeholders is required
• Ability to interact with Global Teams & global stakeholders
• Strong analytical and quantitative skills and ability to see trends and patterns in data and translate data into decisions is required
• Preferred to have exposure to Global clients & should be familiar with different Time Zone
• Strong attention to detail

What can we offer?

• Attractive salary;
• Stable job offers - employment contract
• Work in a multicultural and diverse environment with employees from over 30 countries
• Genpact supports professional trainings and great career development opportunities
• Free access to our award-winning learning platform 
• Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts

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. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.