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 Management Trainee, Customer Care
We are seeking a highly skilled and detail-oriented Senior Business Analyst to join our team. The ideal candidate should have a strong background in analyzing account performance metrics, providing actionable insights, and optimizing operations. Experience in dialer management and outbound calling strategies is an advantage to help drive efficiency and enhance overall account outcomes.

Responsibilities
• Analyze and interpret performance data for the account, identifying trends, variances, and opportunities for improvement.
• Attend to more complicated reporting requirements as required by business
• Collaborate with stakeholders to design and deliver insights-driven recommendations that align with business goals.
• Work closely with internal and external stakeholders to optimize outbound calling campaigns, ensuring efficient use of resources and high contact rates.
• Monitor, report and conduct analyses on KPIs such as contact rates, conversion rates, occupancy, and adherence.
• Partner with internal and external stakeholders to implement process improvements and best practices.
• Create and present regular performance reports, including detailed dashboards and ad hoc analyses.
• Conducts root cause analyses of SLA deviations, action plan development and resolution.
• Attends centralized or site management meeting, as required.
• Other assigned tasks as required by the business.

Qualifications we seek in you
Minimum Qualifications
• Bachelor’s degree in business administration, Analytics, Statistics, or a related field (or equivalent experience).
• Experience as a Business Analyst in a contact center environment, experience in dialer and outbound operations is preferred.
• Advanced knowledge of MS Excel; experience with database management is a plus.
• Strong analytical and problem-solving skills, with proficiency in data visualization tools (e.g., Power BI, Tableau).
• Proven ability to interpret large datasets and deliver insights that influence decision-making.
• Effective communication skills, both written and verbal, with the ability to present findings to senior leadership.
• Experience working with predictive dialers or similar technologies (e.g., NICE, Five9, Genesys, RingCentral, Livevox or Aspect).
• Strong organizational and time-management skills with attention to detail.
• Familiarity with inbound and outbound calling in the Healthcare industry is an advantage

Preferred Qualifications/ Skills
• Familiarity with workforce management concepts and tools.
• Experience in managing or collaborating with cross-functional teams.
• Ability to deliver insights-driven recommendations that align with business goals.
• Certifications in analytics or project management (e.g., CBAP, Six Sigma) are a plus.

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 www.genpact.com and on X, 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.