Assistant Vice President – Contact Centre Analytics

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Assistant Vice President – Contact Centre Analytics

In this role, it will require you to build & develop advanced analytics capabilities and assets/accelerators.

Responsibilities

· Work with Project lead to develop advance analytical capabilities and assets using a variety of statistical modeling techniques like regression, decision trees, neural nets, etc.

· Develop forecasting, capacity planning and scheduling strategy and framework that will allow the client to meet service levels, revenue goals, and operating parameters

· Evaluate accuracy of forecasts and schedules prepared by the Contact Centre Analytics team

· Be the primary point of contact for data engineers to work with them for managing data, including data extraction, data integration, mapping the business requirement to the model appropriate for clients, and managing client expectations to come up with optimal solutions.

· Responsible for coordinating all aspects of end-to-end Workforce Management capability driving Contact Centre data including Operations (forecasting, capacity planning, staffing, and scheduling, real-time monitoring, and operations management reporting and analysis), Software Configuration as well as Insight generation.

· Incorporate feedback from the Workforce Management team as well as other Contact Centre stakeholders as they balance schedule adjustments, schedule exceptions, schedule adherence, mentor and feedback and training schedules.

Qualifications we seek in you!

Minimum Qualifications / Skills

· Bachelor’s or Master’s degree in a quantitative discipline such as Commerce, Statistics, Actuarial Sciences, Mathematics, Quantitative Finance, or Economics

· Strong analytical skills with a solid understanding of statistics and predictive modeling.

· Excellent knowledge of Contact Centre Operations

· Demonstrate knowledge on call centre metrics and Contact Centre Analytics policies and procedures

· Experience in the following predictive modeling techniques is a must – GLM, Linear Regression, Time Series, Segmentation/Cluster Analysis, Decision Trees & Random Forests

· Proven understanding of forecasting, forecasting models, and trend analysis

· Advanced proficiency with Microsoft Excel, including VBA, is required.

· Basic database skills, including SQL and ability to pull together disparate data sources. SSRS / SSIS Experience

· Well versed with Python, R or other statistical tools like SAS, SPSS etc.

· Should have skills to analyze data and provide insights on trends, patterns, etc. which will be critical to the business.

· Project/Program Management knowledge including working on Architecture/Design of BI/Analytics solutions (e.g., on PowerBI)

· Ability to establish priorities and handle multiple assignments concurrently with minimal direction in an evolving, fast paced work environment.

· Demonstrate ability to work independently and in a team environment.

· Self-disciplined and results oriented.

Preferred qualifications/ Skills

· Working Knowledge of data entry on and extraction through Verint/Genesis/NICE

· Knowledge of scheduling functionality of Verint/Genesis/NICE

· Knowledge of forecasting through Verint/Genesis/NICE

· Knowledge of real time analysis using Verint/Genesis/NICE

Ability to communicate effectively both orally and in writing with various levels of management, including translating complex ideas and data into actionable steps for business units.

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. Get to know us at genpact.com and on LinkedIn , X , YouTube , and Facebook .

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.