Genpact – Business Analyst (Real-Time Analyst)

Business Analyst
Pune
October 9, 2025
5 ₹ LPA - 9 ₹ LPA / year
Full Time

Job Description

Job ID: BFS045694
Location: Pune, India
Category: Operations / Business Analysis
Job Type: Full Time – Permanent
Education Required: Bachelor’s Degree or Equivalent
Posted On: October 7, 2025
Closing Date: November 6, 2025

About Genpact

Genpact (NYSE: G) is a global leader in AI-powered digital transformation and business process management, helping leading enterprises work smarter, scale faster, and innovate efficiently. With its industry-first AI Gigafactory, Genpact is at the forefront of driving digital reinvention—leveraging artificial intelligence, analytics, automation, and design thinking to deliver business outcomes at scale.

Operating in more than 30 countries with over 140,000 employees, Genpact empowers organizations to transform their operations, enhance decision-making, and create better experiences for customers across industries.

Learn more at genpact.com or connect with Genpact on LinkedIn, X, YouTube, and Facebook.

Position Overview – Business Analyst (Real-Time Analyst)

Genpact is inviting applications for the role of Senior Associate / Business Analyst (Real-Time Analyst). This position is ideal for professionals who are passionate about real-time operational performance monitoring, workforce management, and optimization in a fast-paced, technology-driven environment.

As a Real-Time Analyst, you will oversee the live performance of a U.S.-based call centre, ensuring that service levels, agent adherence, and staffing align with operational targets. This role involves using tools like Amazon Connect and Verint to track call metrics, manage alerts, and coordinate real-time adjustments to optimize performance. You’ll work closely with the Workforce Management (WFM) Manager and operational teams to maintain seamless daily operations.

Key Responsibilities

  • Real-Time Performance Monitoring: Continuously monitor call centre operations using Amazon Connect and Verint, tracking metrics such as service levels, occupancy, average handle time (AHT), and call volume.

  • Staffing Optimization: Identify real-time staffing imbalances and adjust schedules instantly to meet service level agreements (SLAs).

  • Alert & Incident Management: Respond promptly to alerts related to service breaches, system issues, or agent availability, ensuring swift resolution.

  • Performance Analysis: Analyze real-time trends and patterns to proactively address performance fluctuations and ensure optimal service delivery.

  • Agent Adherence Tracking: Monitor agent logins, breaks, and schedule adherence; address deviations in coordination with supervisors and WFM teams.

  • Collaboration & Communication: Partner with U.S.-based operations teams to provide live updates, performance reports, and actionable insights.

  • Reporting: Generate and share real-time reports and dashboards with leadership, highlighting anomalies or improvement areas.

  • Continuous Improvement: Recommend process enhancements for better real-time management, staffing strategies, and data-driven decision-making.

Minimum Qualifications

  • Bachelor’s Degree in Operations Management, Computer Science, Business Administration, or a related discipline.

  • Proven experience in real-time call centre monitoring, workforce analytics, or operational performance management.

  • Technical expertise in Amazon Connect and Verint for monitoring and performance management.

  • Proficiency in Microsoft Excel and Office Suite for real-time data tracking and visualization.

Preferred Skills

  • Strong analytical and problem-solving skills with the ability to interpret real-time operational data.

  • Exceptional attention to detail in tracking agent performance, call trends, and system metrics.

  • Excellent communication and collaboration skills to coordinate effectively with U.S.-based teams.

  • Ability to prioritize multiple real-time tasks and make quick, informed decisions under pressure.

  • A proactive and adaptable mindset with a focus on continuous improvement and operational excellence.

Why Join Genpact?

  • Be a Transformation Leader: Work at the intersection of AI, automation, and business innovation.

  • Make an Impact: Contribute to real-world problem-solving for global enterprises.

  • Accelerate Your Career: Access mentorship, upskilling programs, and growth opportunities.

  • Collaborate Globally: Join a diverse community of over 140,000 thinkers and innovators worldwide.

  • Thrive in a Values-Driven Culture: Built on integrity, curiosity, and inclusion, Genpact fosters both professional and personal growth.

Salary Range (Expected)

The expected salary for the Business Analyst (Real-Time Analyst) role at Genpact ranges between ₹5.5 LPA – ₹8.5 LPA, depending on experience, skillset, and qualifications. Additional benefits include performance-based incentives, health insurance, flexible work options, and professional development support.

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