Assistant Manager - Real Time Analyst

Ready to shape the future of work? 
At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re 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 that’s shaping the future, this is your moment. 
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. 
Inviting applications for the role of Business Analyst/Assistant Manager - Real Time Analyst!
The Junior RTA will support day-to-day real-time monitoring and workforce activities for Voice and KYC Back-Office operations. The role focuses on queue monitoring, agent adherence, and basic intraday reporting to help meet service levels and productivity targets.
Responsibilities
Real-Time Monitoring
•    Monitor live call queues and KYC back-office workload
•    Track agent login, breaks, and adherence to schedules
•    Alert Team Leaders and supervisors in case of high call volumes or backlogs
Workforce Support
•    Assist in moving agents between Voice and KYC tasks as per instructions
•    Update real-time dashboards and trackers
•    Support intraday staffing adjustments
Communication
•    Share hourly updates on call volumes, service levels, and backlog status
•    Escalate issues such as low staffing, system downtime, or sudden volume spikes

Reporting
•    Prepare basic intraday and end-of-day reports
•    Maintain attendance, shrinkage, and adherence data

Key Metrics Tracked
•    Service Level
•    Call Volumes / Backlog
•    Schedule Adherence
•    Agent Utilization

Tools & Skills
•    Basic knowledge of WFM tools or real-time dashboards
•    Good working knowledge of MS Excel / Google Sheets
•    Understanding of call center and back-office operations
•    Good communication and coordination skills
Qualifications we seek in you!
Minimum Qualifications
•    Graduate in any discipline 
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 140,000+ 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. 
Let’s 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.