About The Company
Integrated Personnel Services Limited is a leading human resource solutions provider with a strong reputation for delivering comprehensive staffing, recruitment, and workforce management services across diverse industries. With a commitment to excellence and innovation, the company has established itself as a trusted partner for organizations seeking to optimize their human capital. Our extensive network, industry expertise, and customer-centric approach enable us to offer tailored solutions that meet the evolving needs of our clients. We pride ourselves on fostering a dynamic work environment that encourages professional growth, collaboration, and continuous improvement.
About The Role
We are seeking a highly experienced and strategic Head of Contact Center Analytics to join our team at Mumbai. This senior leadership role is pivotal in driving data-driven decision-making within our banking operations. The successful candidate will be responsible for leading the contact center analytics function, focusing on workforce management, real-time queue optimization, and leveraging advanced analytics and AI technologies to enhance customer experience and operational efficiency. This role requires a blend of technical expertise, strategic vision, and leadership capabilities to influence key business outcomes and support our digital transformation initiatives.
Qualifications
The ideal candidate will possess over 10 years of relevant experience, particularly within contact center analytics, banking, or financial services sectors. Proven proficiency in WFM tools such as Verint, NICE, or Aspect is essential. The candidate should have hands-on experience with Power BI, SQL, and advanced Excel for data analysis and visualization. Exposure to AI tools, including speech and text analytics platforms like CallMiner, NICE Nexidia, or Verint Speech Analytics, is highly desirable. A strong understanding of contact center operations, customer journeys, and digital transformation strategies is required. Excellent communication skills and stakeholder management abilities are critical for success in this leadership role.
Responsibilities
Workforce Management & Operations:
- Lead rostering, scheduling, and forecasting activities for multi-channel contact center operations to ensure optimal staffing levels.
- Oversee real-time queue management, ensuring service levels are maintained and resources are efficiently allocated.
- Collaborate with operational teams to monitor intraday performance and make staffing adjustments as needed.
Analytics & Reporting
- Design and implement dashboards using Power BI and develop MIS reports to provide actionable insights for senior leadership.
- Analyze call volumes, agent productivity, customer behavior patterns, and service metrics to identify improvement opportunities.
- Develop predictive models to forecast trends, enhance customer engagement, and reduce operational costs.
AI & Speech Analytics
- Implement and manage AI-driven tools, including speech analytics platforms, to extract customer sentiment, compliance, and quality insights.
- Drive automation initiatives within the contact center by leveraging AI and machine learning capabilities.
- Partner with IT teams and vendors to ensure seamless integration, data governance, and compliance with industry standards.
Strategic Leadership
- Define KPIs and success metrics aligned with business objectives for contact center performance.
- Lead and mentor a team of analysts and workforce management specialists to support strategic goals.
- Present insights, recommendations, and strategic plans to CXOs and cross-functional stakeholders to influence decision-making.
Benefits
Our organization offers a comprehensive benefits package designed to support our employees well-being and professional growth. This includes competitive salary structures, performance-based incentives, and health insurance coverage. Employees have access to ongoing training and development programs, fostering continuous learning and skill enhancement. We promote a healthy work-life balance through flexible working arrangements and paid time off policies. Additionally, employees benefit from a collaborative and inclusive work environment that encourages innovation, recognition, and career advancement opportunities within a dynamic organization.
Equal Opportunity
Integrated Personnel Services Limited is committed to creating a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, gender, age, religion, sexual orientation, disability, or any other protected characteristic. We believe in fostering an environment where all employees can thrive, contribute, and grow professionally. Our policies ensure fair treatment and equal access to opportunities for all qualified candidates and employees.
