Senior Consultant - Customer Service Analytics - BPO

Senior Consultant - Customer Service Analytics - BPO in Bangalore

- Reporting & Analytics is the fastest growing practice in BPO Industry. As part of this Practice, we are looking for a Senior Lead Analyst to work alongside clients- various business functions in Customer Services and play a critical role in analyzing data, building models and identifying opportunities to improve clients- business metrics.

Job Role :

- Develop PoCs (Proof of Concepts) working with client stakeholders and mapping their business pain points and problems

- Performs quantitative and qualitative analysis like (raw) data analysis, statistical modelling, data deep-dives etc. to acquire insights from data

- Translates insights into an analysis report and communicates the insights back to the requestor.

- Standardize and automate recurring analytical requests into standard reports and dashboards

Customer Acquisition : Target marketing, Campaign analysis, Customer behavior profiling & segmentation, Channel effectiveness Analysis, Propensity Modelling

Customer Development : Customer Lifetime modeling, Cross / up sell, Next Best Offer analysis, Net Promoter score / Loyalty analytics, Market Basket analysis, Most Valuable Customer analysis

Customer Retention : Customer retention analysis, Survival / attrition analysis

Should have :

- 8-10 years experience in the Customer Services domain - extensive work experience at a Senior Management / Transformational Consultant role's

- At least 2-4 years experience in front-line business consulting, crafting solutions and delivering presentations to management teams

- Experience in analytics building statistic models using SAS, R, and Minimum 5 yrs of Model building experience.

- Expert knowledge of advanced statistical techniques like Decision Trees, CART, SEM, Forecasting techniques and tools like regression, correlation, etc.