Real Time Analyst | Extensive Verint Tool | Onsite - Alabang
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 Real Time Analyst!
Your job will include the following activities:
Responsibilities:
The candidate will be responsible for the following:
- Manage Call queues using the WFM tools (Cloud or non-cloud customer engagement management tools)
- Track agent adherence/shrinkage using the WFM tool to track and manage Intra-day staffing and capacity vs requirement and escalate as & when required
- Monitor agent performance across multiple queues and flag exceptions and status that are beyond the target threshold limit by contacting the respective agent/supervisor and have the required corrections done
- Change management for Real Time Tracking tool to ensure that defined criteria and threshold align with the operations team’s expectations
- Provide insights & analytics on drivers impacting Service Levels & Volume
- Recommend staffing changes to match the call demand & co-ordinate with the WFM Scheduling resource to ensure adequate staffing is maintained
- Point of contact and liaison with technology regarding system issues and resolution and reporting impacts to service levels
- Process agent exceptions on tools as per guidelines laid down
- Create pre-defined reports & ad-hoc reports as per need
- Communicate effectively with Client, Process management & WFM Team on issues relating to WFM
Skill Set Requirement:
- Good analytical skills & attention to detail
- Should be capable of handling lots of data in an efficient and effective manner.
- In-depth understanding of the various call center metrics and their relationship with each other
- Good knowledge of WFM tools – Priority (Verint) | Good to have: Amazon Connect, Chat monitoring tools (Ex, Live Person etc) Avaya CMS & RTA/Intra-day WFM tools (like Verint / IEX / Aspect eWFM, RTA, Avaya CMS etc.)
- Should be extremely proficient with Excel
- Should have excellent client handling skills
Experience & Background:
- Experience of 2-3 years of working as a Real time analyst for an Inbound Process
- Should have taken calls/chats in a Call center for 1-2 years
- Knowledge of a WFM tools like Verint | Good to have: Amazon Connect, Live Person etc. Similar/equivalent tools - IEX / Aspect eWFM, RTA, Avaya CMS etc.
- Experience of Excel and reporting skills
- Amenable to work onsite (Alabang)
- 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, s*x, *ge, 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 fe*s 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.