Assistant manager, Contact Centre Analytics

Ready to build the future with AI
At Genpact we dont just keep up with technologywe set the pace. 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 innovation-driven environment love building and deploying cutting-edge AI solutions and want to push the boundaries of whats possible 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.
Inviting applications for the role of Assistant manager Contact Centre Analytics!
In this role the ideal candidate will take ownership of data loading and analytical processes for large datasets apply strong SQL and Excel skills to derive insights and proactively design automation to streamline and enhance existing reporting processes.
Responsibilities
Perform daily/ weekly data pull and upload from client system to snowflake.
Work on weekly and monthly excel reporting troubleshoot in case of discrepancies and synthesize data using key business KPIs such as volume and type of calls handled by the agents bookings etc.
Help develop automated reports to be sent to executives in a periodic manner
Support programs by assessing performance KPIs while maintaining data accuracy and reporting/ resolving errors seen in the data
Analyze call volumes for various booking platforms and provide optimization solutions/ insights
Conduct investigative research to answer basic business questions
Deliver monthly client presentations on key programs
Ensuring on-time quality deliverables
Demonstrate attention to detail in quality assurance of data delivery
Maintain documentation on processes
Leverage multiple reporting systems and databases to generate actionable insights
Data wrangling and reporting on various upstream and downstream processes to ensure smooth maintenance of the incentive program
Highly accountable and owns all deliverables with minimal supervision.

Qualifications we seek in you!
Minimum Qualifications
Minimum Qualification: MBA/ Post-graduate (Data and Analytics/ comparable streams)
Around 4-6 years of experience in working on rule-based data integrating changes to business logic/ rules finding and resolving errors
Basic knowledge of SQL and solid data understanding
Adept at managing large volumes of data at least on Excel
Proficient in Microsoft Suite (MS Excel PowerPoint Word)
Effective multi-tasking to prioritize & manage short-term and long-term deliverables
Highly tenacious with an ability to interact confidently with leadership and global clientele and having an eye for detail
Preferred Qualifications/ Skills
Experience in working on contact center data will be preferred
A drive to self-learn and explore new technologies and ideate automation of manual reports to the extent possible would be preferred.

Why join Genpact
Lead AI-first transformation Build and scale AI solutions that redefine industries
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills
Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace
Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build
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 140000 coders 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.