Business Analyst – Senior Process Associate – English – Hybrid Lisbon

Ready to shape the future of work
At Genpact we dont just adapt to changewe drive it. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving tech-driven environment love solving real-world problems and want to be part of a team thats shaping the future this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.
Now were calling upon the thinkers and doers those with a natural curiosity and a hunger to keep learning keep growing. People who thrive on fearlessly experimenting seizing opportunities and pushing boundaries to turn our vision into reality. And as you help us create a better world we will help you build your own intellectual firepower.

Inviting applications for the role of Business Analyst Senior Process Associate English Hybrid Lisbon
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
Provide insights & analytics on drivers impacting Service Levels & Volume
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
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 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 changing the staffing plans/roster accordingly and send the alerts on SLA misses proactively if any

Minimum qualifications

Good Communication skills both written and verbal
Should be very comfortable with handling lots of data & numbers
Should have good working knowledge of using Excel
Ability to manage and coordinate multiple assignments simultaneously in a deadline-driven fast-paced environment required
Proficiency with MS Excel specifically pivot tables vLookups and PowerPoint required
Ability to provide coverage during operational hours with after-hours coverage as needed is required
Ability to develop and maintain effective communication with client and internal stakeholders is required
Ability to interact with Global Teams & global stakeholders
Preferred to have exposure to Global clients & should be familiar with different Time Zone
Strong analytical and quantitative skills and ability to see trends and patterns in data and translate data into decisions is required

Preferred qualifications

PowerBI
SQL
Automation
Must have WFM/MIS experience
Ability to perform well in a highly dynamic rapidly changing environment.
Creative outside-the-box thinker and strategist.
Excellent communication and presentation skills.
A team player and collaborator
Proficient level of English min C1
This job will require working in a normal shift Monday to Friday.

Why join Genpact
Be a transformation leader Work at the cutting edge of AI automation and digital innovation
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your career Get hands-on experience mentorship and continuous learning opportunities
Work with the best Join 140000 bold thinkers and problem-solvers who push boundaries every day
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.

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 respect and integrity customer focus and innovation.

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.