Johannesburg: Auto finance – Assistant Manager – English – On site Johannesburg posted by 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 Minimum qualifications Higher Certificate or Diploma (or equivalent) in Business, Finance, Analytics, Mathematics, or a related field Proven experience in an MI Analyst, Reporting Analyst, or Workforce Management role within a contact centre or financial services environment Strong understanding of workforce management principles including forecasting, scheduling, and real-time management Advanced Microsoft Excel skills and experience with data visualization tools such as Power BI or Tableau Experience using WFM tools (e.g., NICE, Verint, Aspect) and CRM/reporting platforms such as Salesforce or Genesys Strong analytical and problem-solving skills with high attention to detail and data accuracy Ability to interpret complex datasets and translate insights into actionable business recommendations Experience working with global teams, including offshore/nearshore operations Strong stakeholder communication and presentation skills Knowledge of key contact centre metrics (SLA, AHT, adherence, occupancy, forecast accuracy) Exposure to regulatory environments (e.g., FCA, Redress) is advantageous Experience in continuous improvement, reporting automation, and root cause analysis is preferred