Data Analyst position
Experience: 10 to 15 Years
Location: Andheri east
Notice: Immediate to Max 15 Days
JD
Job Title: Head Contact Center Analytics
Location: Mumbai
Department: Customer Experience / Operations
Reporting To: Contact center Head
Grade/Band: Vice President
Type: Full-time
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, Banking or financial services is Mandatory
- 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.
