PA RTA (Data Visualization with Insight Generation)

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 Process Associate Realtime Analyst Trust & Safety!
English Language Proficiency C1/C2
In this role you will be essentially the Pulse Monitor of an operation the qualifications lean heavily toward speed situational awareness and proficiency with Workforce Management (WFM) tools.
Responsibilities

Consults with business units to develop solutions to business problems with financial impacts
Creates short and long range analysis plans to meet business objectives
Partner with key stakeholders encouraging best possible cross-functional working relationships to enhance total customer experience
Monitor external factors that may impact workload volumes
Track system issues and assess the impact on operational performance
Monitor critical business operations and performance indicators at an interval level in real-time Volumes average handle times queue time Agent availability and Service level adherence
Conduct trend analysis of volumes and business activities to anticipate and recommend changes in daily and long-term strategy
Analyze forecasted data and compare it to actual data on a daily basis to identify any areas of concern
Extensive familiarity with software applications including MS Office Suites
Ad hoc tasks to support the business
Ability to process large amounts of complex raw data and present in a comprehensible fashion

Qualifications we seek in you!
Minimum Qualifications
A Bachelors degree is often preferred

Preferred Qualifications/ Skills
Ability to interpret heat maps and real-time dashboards to spot anomalies instantly.
You need to know how to navigate these to track agent states and schedules.
A deep understanding of how metrics interactfor example knowing that a spike in AHT (Average Handle Time) will immediately degrade the Service Level.
Ability to distinguish between a random spike in volume and a developing trend that requires a change in strategy.
You must be comfortable making high-stakes calls (like canceling a team meeting) in the heat of a red queue.
You will often have to tell Managers or Team Leads that their staff are out of adherence. You need to be firm but professional.
Balancing the needs of the business

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.