Data Analyst - Bank

Description:

Role Overview:

We are seeking a seasoned professional to lead the Contact Center Analytics function for our banking operations. This role demands deep expertise in workforce management (WFM), real-time queue optimization, advanced analytics, and AI-driven insights. The ideal candidate will be responsible for driving data-backed decisions to enhance customer experience, operational efficiency, and strategic planning.

Key Responsibilities:

Workforce Management & Operations

- Lead rostering, scheduling, and forecasting for multi-channel contact center operations.

- Oversee real-time queue management, ensuring optimal resource allocation and service levels.

- Collaborate with operations to manage intraday performance and staffing adjustments.

Analytics & Reporting

- Design and deliver Power BI dashboards and MIS reports for senior leadership.

- Analyze call volumes, agent performance, customer behavior, and service metrics.

- Develop predictive models and actionable insights to improve customer engagement and reduce operational costs.

AI & Speech Analytics

- Implement and manage AI tools including speech analytics platforms to extract customer sentiment, compliance, and quality insights.

- Drive automation and intelligence in contact center processes using AI/ML capabilities.

- Partner with IT and vendors to ensure seamless integration and data governance.

Strategic Leadership

- Define KPIs and success metrics for contact center performance.

- Lead a team of analysts and WFM specialists to support business goals.

- Present insights and recommendations to CXOs and cross-functional stakeholders.

Qualifications & Experience:

- 10+ years of experience in contact center analytics, preferably in banking or financial services.

- Proven expertise in WFM tools (e.g., Verint, NICE, Aspect).

- Hands-on experience with Power BI, SQL, and advanced Excel.

- Exposure to AI tools like speech/text analytics platforms (e.g., CallMiner, NICE Nexidia,Verint Speech Analytics).

- Strong understanding of contact center operations, customer journeys, and digital transformation.

- Excellent communication and stakeholder management skills.

Preferred Skills:

- Certification in Power BI, AI/ML, or WFM platforms.

- Experience in managing large-scale transformation or automation projects.

- Knowledge of regulatory and compliance frameworks in banking.