Process Associate/ Developer – Reporting Analyst (MIS)
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Job Details
Skills And Tools:
Job Description
Inviting applications for the role of PA/PD, WFM & Reporting
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
- 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
- Provide insights & analytics on drivers impacting Service Levels & Volume
- 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, VBA 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
- Maintain reports & spreadsheets for historical data, manage email queues
- Work closely with Operations for daily, weekly & monthly reports
- 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
- Provide insights & analytics on drivers impacting Service Levels & Volume
- Providing insights on existing data to internal/external stakeholders
Job Requirements
Qualifications
Minimum qualifications
- Any graduate degree or equivalent with a strong academic record
- Relevant work experience in MIS/Reporting
- Excellent Communication Skills
- Proficiency with MS Excel, specifically pivot tables, Lookups and PowerPoint required
Preferred qualifications
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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 diversity and inclusion, respect and integrity, customer focus, and innovation. For more information, visit www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.
