PA - RTA (Data Visualization with Insight Generation)

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 Process Associate Realtime Analyst - Trust & Safety!
English Language Proficiency - C1/C2
In this role, you will be essentially the Pulse Monitor of an operation, the qualifications lean heavily toward speed, situational awareness, and proficiency with Workforce Management (WFM) tools.
Responsibilities

.Consults with business units to develop solutions to business problems with financial impacts
.Creates short and long range analysis plans to meet business objectives
.Partner with key stakeholders encouraging best possible cross-functional working relationships to enhance total customer experience
.Monitor external factors that may impact workload volumes
.Track system issues and assess the impact on operational performance
.Monitor critical business operations and performance indicators at an interval level in real-time, Volumes, average handle times, queue time, Agent availability, and Service level adherence
.Conduct trend analysis of volumes and business activities to anticipate and recommend changes in daily and long-term strategy
.Analyze forecasted data and compare it to actual data on a daily basis to identify any areas of concern
.Extensive familiarity with software applications including MS Office Suites
.Ad hoc tasks to support the business
.Ability to process large amounts of complex raw data and present in a comprehensible fashion

Qualifications we seek in you!
Minimum Qualifications
.A Bachelor's degree is often preferred

Preferred Qualifications/ Skills
.Ability to interpret heat maps and real-time dashboards to spot anomalies instantly.
.You need to know how to navigate these to track agent states and schedules.
.A deep understanding of how metrics interact-for example, knowing that a spike in AHT (Average Handle Time) will immediately degrade the Service Level.
.Ability to distinguish between a random spike in volume and a developing trend that requires a change in strategy.
.You must be comfortable making high-stakes calls (like canceling a team meeting) in the heat of a red queue.
.You will often have to tell Managers or Team Leads that their staff are out of adherence. You need to be firm but professional.
.Balancing the needs of the business

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 %27starter kit,%27 paying to apply, or purchasing equipment or training.