Business Analyst Job in Gurgaon at Genpact

Genpact is hiring for the role of Business Analyst!

Responsibilities of the Candidate:

• Lead and inspire a high-performing team responsible for delivering exceptional customer support.
• Use live and legacy reports, tools, and systems to monitor team performance and identify areas of improvement in real-time.
• Coach team members of varying skill levels, focusing on skill development for poor performers while inspiring top performers to achieve greater heights.
• Provide hands-on guidance through a "show me rather than tell me" approach to build team independence and confidence.
• Foster a culture of continuous learning by turning daily customer interactions into opportunities for growth and improvement.
• Customer Experience Optimization
• Collaborate with customer service teams on product, process, and customer experience improvement initiatives.
• Proactively identify customer improvement opportunities and turn them into actionable solutions.
• Partner with stakeholders to deliver impactful changes that align with business objectives and customer needs.
• Stay engaged with customer queries for at least one hour daily, managing escalations and gaining insights into top user challenges.
• Operational Excellence
• Monitor customer experience metrics through dashboards and contact center tools, ensuring success across KPIs like issue resolution, FCR, AHT, transfers, and productivity & hygiene.
• Facilitate weekly huddles with agents to focus on key topics, metrics, and areas for improvement.
• Analyse trends and use data-driven insights to make recommendations that improve policies, processes, and products.
•  Act as the voice of the customer, presenting clear insights and measurable impacts to stakeholders.
• How Your Success Will Be Measured
• Achievement of daily, weekly, and monthly KPIs.
• Customer satisfaction through metrics like issue resolution, FCR, CSAT, Quality & Hygiene.
• Improvement in team productivity and operational efficiency.

Requirements:

•  Any graduate
• Relevant experience im managing teams in a contact centre, BPO, or vendor management environment.
• Fluency in English (verbal and written).
• Strong knowledge of solution design processes, operating models, and contact centre technology.
• Must have worked & should be comfortable with
• 24*7 work environment
• 100% work from office
• Night shifts
• Core Competencies
• Excellent communicator skilled at engaging at all levels of the organization.
• Inspiring coach with a deep understanding of motivation techniques and diverse learner types.
• Analytical problem solver with a strong ability to identify trends and provide actionable solutions.
• Champion of equality, diversity, and inclusion, creating a supportive environment for team success.
• Experienced in delivering "best practice" customer service and account management strategies.