Responsibilities

• Develop and implement contact center strategies and programs that embeds digital thinking, delivery and support across the contact center functions, prioritizing digitally powered and enabled customer experience interventions


• Expertise in the use of automation, analytics & other digital interventions to drive digitalization of contact center operations


• Highly proficient with digital customer Experience Tools, Journey Mapping, Persona Def, and Customer Segmentation.


• Operations analytics, Work force management, forecasting, identifying key metrics (AHT, CSAT, FTR)


• Conceptualize, plan and drive Speech Analytics framework build in the areas of Customer Complaints, Customer VOC and Call Quality processes.


• Interpret and analyze data problems. To deal with huge data, have good understanding on data science and have worked on relational databases.


• Write computer programs and analyze large datasets to uncover answers to complex problems. Need to be comfortable writing code working in a variety of languages such as R, Python, and SQL.


• Ensure data quality and integrity through best practices and compliance to framework, architecture and coding standards. 


• Build analytic systems and predictive models


• Test performance of data-driven products


• Visualize data and communicate key findings with potential business impact.


• Experiment with new models and techniques


• Align data projects with organizational goals


• Project Management and Client Interaction


• Communicate across a diverse audience across all levels of organization.

Qualifications we seek in you!

• M.A. / Bachelor's degree in Economics, in Statistics with  relevant experience in Data Science/advanced analytics.


• Experience of working on analytics projects in Banking and Financial Services domain especially in Contact Center Analytics


•  Mathematics / Statistical Background


• High level of intellectual curiosity about the Data Science and Analytics


• Extensive Experience with Analytics products and solutions.


• Expertise in/awareness of Speech Analytics platforms/tools like Call Miner, Verint, Nexidia etc.


• Proven experience as a Data Scientist or similar role


• Prior Experience with Model build (Python / SQL scripts)


• Predictive Analytics – Well versed with AI and Machine Learning


• Good applied statistics skills, such as distributions, statistical testing, regression, etc.


• Building and implementing models, using/creating algorithms and creating/running simulations using a variety of Tools


• Knowledge and experience of tools/techniques: Forecasting, Linear Regression, Logistic Regression, Regularization, Segmentation (Decision Trees, CHAID, CART), Cluster Analysis, Factor Analysis, variable screening, Machine Learning – Random Forest, Gradient Boosting, SVM, XGBoost.

Minimum qualifications

• Excellent organizational and leadership skills


• Passion for analytics, technology and a keen learner to stay abreast on what’s latest


• Ability to inspire and influence change in technology application


• Ability to work in diverse teams and with multiple stakeholders


• Conflict management and negotiation skills


• Skill gap identification and development of our global teams


• Excellent verbal and written communication skills