Business Analyst, WFM Reporting & Analytics

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.
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Inviting applications for the role of Business Analyst WFM Reporting & Analytics
WFM Reporting & Analytics is responsible for building advanced reporting performance dashboards and analytical models that empower Workforce Management (WFM) teams across both Contact Center and Back Office operations. This individual contributor role requires deep understanding of WFM metrics strong analytical capability automation mindset and the ability to translate data into actionable operational insights.

Responsibilities
1. WFM Reporting & Dashboarding
Build automate and maintain daily/weekly/monthly WFM dashboards for Contact Center (AHT SL% ASA Adherence Shrinkage Occupancy Forecast vs Actual Interval Performance) and Back Office (Productivity SLA TAT Ageing Workload Pipeline).
Own performance reporting for Forecasting Scheduling Capacity Planning RTA and Performance Governance teams.
Convert operational data into visually intuitive dashboards using Power BI Tableau or Qlik.

2. Analytics & Operational Insights
Conduct deep dive analysis on Contact Center KPIs (call patterns staffing mismatch interval performance agent behavior channel traffic).
Analyze Back Office queues for workload trends productivity drivers backlog behavior and resource performance.
Identify root causes of SLA misses shrinkage spikes queue build-ups or forecast variances.
Provide insights to improve efficiency reduce cost-per-contact and enhance customer/partner experience.

3. Data Governance & Quality
Partner with MIS telephony and operations teams to ensure data integrity from ACD/IVR systems WFM tools (Verint IEX NICE) and workflow systems.
Standardize data definitions across Contact Center & Back Office WFM reporting.
Perform routine reconciliations validations and audit checks.

4. Stakeholder Collaboration & Requirements Gathering
Collaborate with WFM teams (Forecasting Scheduling RTA Capacity Planning) and Ops leaders to understand reporting requirements.
Create scalable reporting solutions that meet business needs.
Provide insights during WBR/MBR/QBR reviews and contribute to performance improvement plans.

5. Automation & Process Optimization
Automate manual WFM processes using SQL Power Automate Python or macros to reduce turnaround time and eliminate errors.
Build alerting systems for SLA breaches staffing gaps or performance deviations.
Continuously identify opportunities to optimize reporting workflows.

Qualifications we seek in you!
Minimum Qualifications
Bachelors or Masters in Statistics Analytics Mathematics Engineering or Business Operations.

Preferred Qualifications/ Skills
Technical Skills
Ability to work with large datasets from ACD WFM and workflow systems.
BI Tools: Power BI Tableau Qlik.
Excel proficiency (advanced formulas PowerQuery VBA preferred).
Exposure to Python/R for advanced analytics (preferred).
Understanding of WFM processes for Voice Email Chat and Back Office.
Operational Knowledge Must Have
Strong understanding of Contact Center KPIs: SL AHT ASA Abandonment Occupancy etc.
Knowledge of Back Office metrics: Productivity Compliance % SLA/TAT performance Queue Ageing.
Familiarity with WFM tools (NICE/IEX/Verint) and ACD platforms (Genesys Avaya Amazon Connect Five9).
Soft Skills
High attention to detail and data accuracy.
Good communication and stakeholder management skills.
Ability to independently manage priorities in a fast-paced environment.

Experience
Relevant years of experience in WFM Reporting Contact Center MIS Back Office analytics or related BI/analytics roles.
Experience working in multi channel support environments (voice non voice) is a strong plus.

Key Success Factors
Ability to independently build end to end WFM reporting solutions.
Strong partnership with WFM operations and planning teams.
Deliver structured insights that drive workforce efficiency and cost optimization.

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.