Job Description & How to Apply Below
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., Call Miner, 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.
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