Business Analyst

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.

We are inviting applications for the role of Business Analyst, Customer Service,

In this role, you will be responsible for Drive Continuous Improvement and Develop a strategy for team to reach organization goal.

Responsibilities

• Monitor team members and able to provide mentorship whenever needed
• Manage the flow of day-to-day operations & key metrics like Sales, NPS, Issue resolution
• Build reports to update the company on the team's progress
• Rapport building with the internal & external stakeholder
• Deal with any issues that arise during shift promptly and professionally, seeking advice from the duty manager where necessary
• Ensure that the highest possible levels of customer service are delivered at all times
• Assist the Manager as and when necessary to make the business run effectively and efficiently
• Communicate clear instructions to team members
• Audit conversations & giving coaching & feedback to the agents
• Control shrinkage & attrition, drive production hours

Qualifications we seek in you

Minimum qualifications

• Graduation in any stream (Preferred B.Tech. or any Technical graduation or additional certification done along with any existing graduation degree)
• Meaningful experience in Operations with Customer Service
• Relevant experience in Team Handling/ people facing role. Proven track record for handling 15 to 20 resources and keeping an engaged workforce in absence of Team Leader
• Proficient with MS Excel, MS Word, MS PowerPoint

Preferred qualifications

• Good analytical and problem solving skills
• Ability to communicate verbally and through emails/Phones with businesses
• Proven ability to build effective working relationships with clients & internal stakeholders

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. 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