Business Analyst – Senior Process Associate – English – Hybrid Lisbon

With us, you’ll learn fast, work smart, and make a difference. You'll build a career that matters.

Job Description – Business Analyst – Senior Process Associate – English – Hybrid Lisbon (HIG025070)

Business Analyst – Senior Process Associate – English – Hybrid Lisbon - HIG025070

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 Linked
In, X, You
Tube, and Facebook.

Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Inviting applications for the role of Business Analyst – Senior Process Associate – English – Hybrid Lisbon. In this role, you will be responsible for real‑time and/or historical reporting requirements of business. Responsible for delivering daily, weekly and monthly reports. Coordination with different teams to collate data and present them in the form of meaningful dashboard and reports for the management.

Responsibilities

• Maintain reports & spreadsheets for historical data, manage email queues
• Work closely with Operations for daily, weekly & monthly reports
• Provide insights & analytics on drivers impacting Service Levels & Volume
• Recommend staffing changes to match the call demand & coordinate with the WFM resource on a daily basis to ensure adequate staffing is maintained.
• Participate in periodic meetings with Operations & the Client
• Slicing and dicing of data at a market/process level drilling down to team/agent level to provide required insights
• Extremely good at Excel functions like pivots, power pivots, trend graphs, bar graphs, macros, bridge plans, etc.
• Providing insights on existing data to internal/external stakeholders
• Identifying the market/process/queue by team/agent wise volume variations and alerting the respective stakeholders proactively
• All the observations should be reported to WFM to help change the staffing plans/roster accordingly and send the alerts on SLA misses proactively, if any

• Good communication skills both written and verbal
• Comfortable with handling lots of data & numbers
• Good working knowledge of using Excel
• Ability to manage and coordinate multiple assignments simultaneously in a deadline‑driven, fast‑paced environment
• Proficiency with MS Excel, specifically pivot tables, v
  Lookups and Power
  Point required
• Ability to provide coverage during operational hours, with after‑hours coverage as needed
• Ability to develop and maintain effective communication with client and internal stakeholders
• Ability to interact with Global Teams & global stakeholders
• Preferred to have exposure to Global clients & should be familiar with different Time Zones
• Strong analytical and quantitative skills and ability to see trends and patterns in data and translate data into decisions

Preferred qualifications

• Power
  BI
• SQL
• Automation
• Must have WFM/MIS experience
• Ability to perform well in a highly dynamic, rapidly changing environment.
• Creative, outside‑the‑box thinker and strategist.
• Excellent communication and presentation skills.
• A team player and collaborator
• Proficient level of English (min C1)
• This job will require working in a normal shift, Monday to Friday.

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.

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 'starter kit, ' paying to apply, or purchasing equipment or training.