Data Analyst

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., 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.