Employer: Genpact SA The MI Analyst & Workforce Management (WFM) professional is responsible for delivering accurate, insightful management information and optimizing workforce planning to support operational performance. The role combines data analysis, reporting, and workforce strategy to ensure efficient resource utilization, achievement of service level targets, and informed business decision-making within a contact centre or financial services environment Responsibilities Develop, maintain, and automate MI reports and dashboards to support operational and strategic decision-making  Analyze performance data to identify trends, risks, and opportunities for improvement  Produce and present daily, weekly, and monthly reporting packs to stakeholders and senior management  Manage workforce planning activities including forecasting, scheduling, and real-time intraday management  Monitor and report on key performance metrics such as SLA, AHT, adherence, occupancy, and forecast accuracy  Collaborate with operations and leadership teams to optimize staffing levels and improve performance outcomes  Support capacity planning and scenario modelling for short- and long-term workforce requirements  Ensure data accuracy, consistency, and integrity across all reporting outputs  Provide actionable insights and recommendations to drive continuous improvement  Work with offshore/nearshore teams and support operations across multiple time zones  Ensure reporting and processes align with regulatory and compliance requirements where applicable