Senior Associate – Real Time Analyst WFM

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.
Inviting applications for the role of Senior Associate Real Time Analyst WFM!
Real Time Analyst (RTA) is responsible for monitoring managing and optimizing real time performance for the assigned contact center or back office process. The role ensures Service Level (SL) delivery adherence compliance and efficient workforce allocation by closely monitoring queues agent performance and intraday staffing behavior. The RTA works as a key operational partner to maintain delivery health across all intervals of the day.
Responsibilities
Real Time Monitoring & Service Level Management
Manage and monitor incoming volume queues AHT and intra day performance to ensure SL attainment for the assigned process.
Track real time occupancy staffing levels shrinkage and interval trends.
Take corrective actions such as skill changes reallocations overtime/UT recommendations to maintain performance.
Workforce & Schedule Adherence Management
Monitor agent schedule adherence login/logout behaviour and break compliance in real time.
Coordinate with Operations for quick resolution of adherence deviations.
Ensure workforce planning schedule execution and staffing targets are met.
Operational Support & Stakeholder Collaboration
Work closely with Operations leaders to identify performance gaps and improvement recommendations.
Participate in daily/weekly governance meetings with Ops and client teams.
Communicate real time updates alerts and action items to stakeholders proactively.
Reporting & Analysis
Prepare and publish hourly daily weekly and monthly MIS for SL AHT attendance shrinkage and staffing.
Provide historical data analysis to support planning and optimization.
Deliver ad hoc reports and performance insights for Ops and clients.
Assist leadership with real time deep dive analysis on KPIs and operational trends.
Client Communication & Insights
Provide data driven insights variance explanations and commentary to customers and clients as required.
Collaborate with both internal and external stakeholders to ensure transparency of performance and improvement initiatives.

Qualifications we seek in you!
Minimum Qualifications
Any Graduate

Preferred Qualifications/ Skills
Skills & Technical Competencies
Technical Skills
Strong knowledge of Google Sheets and MS Excel (formulas pivot tables basic macros preferred).
Understanding of WFM metrics: SL AHT Shrinkage Line Adherence Staffing Attainment.
Experience working with ACD and WFM tools such as IEX NICE Verint CMS Avaya AWS Amazon Connect etc.
Ability to create structured and visual reports in spreadsheets and Excel.
Good analytical and problem solving ability.

Attributes & Behavioural Competencies
Ability to take initiative and proactively manage real time scenarios.
Flexible team player with a positive can do attitude.
Comfortable working in rotational shifts and rotational weekly offs.
Strong verbal and written communication skills.
High attention to detail and accuracy.

Experience
Relevant years of experience in Real Time Monitoring (RTA) WFM Contact Centre MIS or similar operations support roles.
Exposure to multi channel environments (voice email chat) is preferred.

Key Success Factors
Consistent delivery of SLs and interval performance.
Ability to handle pressure in real time environments.
Effective communication with Ops WFM and client stakeholders.
High accuracy in reporting and intraday management.
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.