Process Developer - Reporting & MIS
- Genpact India
- 3 to 5 Yrs
- Hyderabad
- 3 years ago
- Email to a friend
- Report this job
Job Description
*With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world s biggest brands and we have fun doing it. Now, we re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.
Inviting applications for the role of Process Developer MIS Reporting
In this role, you would be responsible for doing the Daily, Weekly & Monthly MIS Reporting for the business with zero miss.
Responsibilities- Maintain reports & spreadsheets for historical data, handle email queues & Call queues
- Driving service levels through adjustment of staffing based on attendance and call volume
- Monitoring Volume flows and agent adherence in real-time using Client provided tools
- Planning the work allocation according to the inventory
- Ensuring Agents meet their assigned work and actively communicate the challenges/issues
- Processing all unplanned changes/adjustments to the schedule: call outs and other Training/Nonproductive activities
- Figuring out potential impact of changes and make necessary modifications
- Figuring out causes for agent activity that deviates from the schedule, and work with supervisors to meet and exceed adherence goals
- Delivering daily reporting detailing drivers for SL misses
- Delivering daily Agent & process level reporting ex. Absenteeism, productivity, Incoming vs Closed volumes, closes and Incoming calls vs Answered and Abandoned etc.,
- Identifying and communicating system issues affecting service levels
- Figuring out need/opportunities for intraday scheduling changes removing offline activity in response to demand, or adding offline activity in response to availability
- Assessing Supervisor requests for intraday scheduling changes and approve or deny based on need
- Any graduate degree or equivalent
- Relevant work experience in MIS/Reporting
- Attention to details
- Good analytical and quantitative skills and ability to see trends and patterns in data and translate data into decisions is required
- Ability to handle and coordinate multiple assignments simultaneously in a fast paced environment required
- Proficiency with MS Excel, specifically pivot tables, VLOOKUP and PowerPoint required
- Ability to provide coverage during operational hours, with after-hours coverage as needed is required
- Ability to develop and maintain effective communication with client and internal partners is required
- Good Communication skills both written and verbal Knowledge of VBA scripting & understanding of databases and queries is must
- Good hands on experience on MS Access based solution development is a must
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.
,Employement Category:
Employement Type: Full timeIndustry: IT - Software
Role Category: General / Other Software
Functional Area: Not Applicable
Role/Responsibilies: Process Developer - Reporting & MIS
Contact Details:
Company: Genpact IndiaLocation(s): Hyderabad
Genpact India
Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in
