Lead - Analytics - Call Center

Call Center Analytics Lead

Experience and Skillset :

- 8-10 years hands-on experience of working on analytics projects focused on Contact Center Analytics/Customer Experience Analytics and Insights/Customer Care (industry verticals-Banking and Financial Services/Insurance/CGRLH)

- Exposure to data systems in Customer Service functions.

- Strong Project Management skills with experience in managing, identifying solution builds and collaborating with multiple cross-functional teams

- Strong analytical skills, proven expertise in developing mathematical and statistical models

- Excellent written and verbal communication skills as well as business presentation skills.

- Expertise in/awareness of customer care/contact center KPIs and key business use cases like IVR self-service, Workforce Management, Call deflection, Agent Performance Management, VOC (CSAT/NPS) analysis

- Exposure to Speech Analytics platforms/tools like Call Miner, Verint, Nexidia etc. (Good to have)

- Hands-on expertise in data mining tools like SAS/SQL/R (preferred)/Python (preferred), Decision Trees and MS Office etc.

- Working experience on complex structured and unstructured data including Text Mining techniques (good to have).

Brief description of role:

- Manage customer care product build deliverables, project tollgates, liaison between key project personnel and manage exceptions/escalations.

- Provide guidance to the project team on analytical techniques, business insights, customer presentations etc.

- Own the solution design for prioritized offerings and analytics assets within the customer care domain

- Create collateral to support various phases of asset build like BRD, Functional Design Document, Playbooks etc.

- Support SMEs to commercialize the offerings by partnering with solution architects/ client partner teams.

- Exhibit thought leadership through publications of articles/whitepaper

- Conceptualize, plan and drive contact center analytics framework build along with data creation, data transformation, and analysis of contact center data

- Partner with Genpact's analytics team, AI/ML team and Data Engineering teams to understand business problems, formulate execution roadmap, facilitate troubleshooting and manage task execution as planned

- Manage regular (weekly/bi-weekly/monthly) interactions with designated project contacts (analytics teams, database teams etc.)

- Establish project performance tracking framework to monitor outcomes from recommended solutions.