Business Analyst, WFM Reporting & Analytics

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, WFM Reporting & Analytics 
WFM Reporting & Analytics is responsible for building advanced reporting, performance dashboards, and analytical models that empower Workforce Management (WFM) teams across both Contact Center and Back Office operations. This individual contributor role requires deep understanding of WFM metrics, strong analytical capability, automation mindset, and the ability to translate data into actionable operational insights.

Responsibilities
•    1. WFM Reporting & Dashboarding
•    Build, automate, and maintain daily/weekly/monthly WFM dashboards for Contact Center (AHT, SL%, ASA, Adherence, Shrinkage, Occupancy, Forecast vs Actual, Interval Performance) and Back Office (Productivity, SLA, TAT, Ageing, Workload Pipeline).
•    Own performance reporting for Forecasting, Scheduling, Capacity Planning, RTA, and Performance Governance teams.
•    Convert operational data into visually intuitive dashboards using Power BI, Tableau, or Qlik.
•    ________________________________________
•    2. Analytics & Operational Insights
•    Conduct deep dive analysis on Contact Center KPIs (call patterns, staffing mismatch, interval performance, agent behavior, channel traffic).
•    Analyze Back Office queues for workload trends, productivity drivers, backlog behavior, and resource performance.
•    Identify root causes of SLA misses, shrinkage spikes, queue build-ups, or forecast variances.
•    Provide insights to improve efficiency, reduce cost-per-contact, and enhance customer/partner experience.
•    ________________________________________
•    3. Data Governance & Quality
•    Partner with MIS, telephony, and operations teams to ensure data integrity from ACD/IVR systems, WFM tools (Verint, IEX, NICE), and workflow systems.
•    Standardize data definitions across Contact Center & Back Office WFM reporting.
•    Perform routine reconciliations, validations, and audit checks.
•    ________________________________________
•    4. Stakeholder Collaboration & Requirements Gathering
•    Collaborate with WFM teams (Forecasting, Scheduling, RTA, Capacity Planning) and Ops leaders to understand reporting requirements.
•    Create scalable reporting solutions that meet business needs.
•    Provide insights during WBR/MBR/QBR reviews and contribute to performance improvement plans.
•    ________________________________________
•    5. Automation & Process Optimization
•    Automate manual WFM processes using SQL, Power Automate, Python, or macros to reduce turnaround time and eliminate errors.
•    Build alerting systems for SLA breaches, staffing gaps, or performance deviations.
•    Continuously identify opportunities to optimize reporting workflows.

Qualifications we seek in you!
Minimum Qualifications
Bachelor’s or Master’s in Statistics, Analytics, Mathematics, Engineering, or Business Operations.

Preferred Qualifications/ Skills
Technical Skills
Ability to work with large datasets from ACD, WFM, and workflow systems.
BI Tools: Power BI, Tableau, Qlik.
Excel proficiency (advanced formulas, PowerQuery, VBA preferred).
Exposure to Python/R for advanced analytics (preferred).
Understanding of WFM processes for Voice, Email, Chat, and Back Office.
Operational Knowledge – Must Have
Strong understanding of Contact Center KPIs: SL, AHT, ASA, Abandonment, Occupancy, etc.
Knowledge of Back Office metrics: Productivity, Compliance %, SLA/TAT performance, Queue Ageing.
Familiarity with WFM tools (NICE/IEX/Verint) and ACD platforms (Genesys, Avaya, Amazon Connect, Five9).
Soft Skills
High attention to detail and data accuracy.
Good communication and stakeholder management skills.
Ability to independently manage priorities in a fast-paced environment.
________________________________________
Experience
Relevant years of experience in WFM Reporting, Contact Center MIS, Back Office analytics, or related BI/analytics roles.
Experience working in multi channel support environments (voice + non voice) is a strong plus.
________________________________________
Key Success Factors
Ability to independently build end to end WFM reporting solutions.
Strong partnership with WFM, operations, and planning teams.
Deliver structured insights that drive workforce efficiency and cost optimization.

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.