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 rapid-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.

Responsibilities :

- Monitoring Volume flows and agent adherence in real-time using Client provided tools
- Ensuring Agents meet their assigned work and proactively communicate the challenges/issues
- Raising alerts to Stakeholders on deviations from the schedules, Target & misses on SLA metrics
- Processing all unplanned changes/adjustments to the schedule: call outs, lates, and other Training/Nonproductive activities
- Determining potential impact of changes and make necessary modifications
- Determining causes for agent activity that deviates from the schedule, and work with supervisors to meet and exceed adherence goals
- Delivering daily reporting detailing drivers for SL misses
- Delivering daily Agent & process level reporting ex. Absenteeism, productivity, Incoming vs Closed volumes, closes and Incoming calls vs Answered and Abandoned etc.

Qualifications we seek in you! Minimum Qualifications

1. Any graduate degree or equivalent with a strong academic record
2.



Excellent Communication Skills
3. Should have good working knowledge of using Excel

Preferred Qualifications/ Skills

- Data Analysis
- Power BI
- Presentation Skills

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.

JobProcess Associate

Primary LocationIndia-Gurugram

ScheduleFull-time

Education LevelBachelor's / Graduation / Equivalent

Job PostingMar 30, 2026, 8:45:52 AM

Unposting DateOngoing

Master Skills ListOperations

Job CategoryFull Time

📌 Pa - Reporting (Gurugram)
🏢 Genpact
📍 Gurugram