Assistant Vice President – Contact Centre Analytics

1 week ago

Noida, Uttar Pradesh, India Genpact Full time

With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We're harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we're calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

Inviting applications for the role of Assistant Vice President – Contact Centre Analytics

In this role, it will require you to build & develop advanced analytics capabilities and assets/accelerators.

Responsibilities

·Work with Project lead to develop advance analytical capabilities and assets using a variety of statistical modeling techniques like regression, decision trees, neural nets, etc.

·Develop forecasting, capacity planning and scheduling strategy and framework that will allow the client to meet service levels, revenue goals, and operating parameters

·Evaluate accuracy of forecasts and schedules prepared by the Contact Centre Analytics team

·Be the primary point of contact for data engineers to work with them for managing data, including data extraction, data integration, mapping the business requirement to the model appropriate for clients, and managing client expectations to come up with optimal solutions.

·Responsible for coordinating all aspects of end-to-end Workforce Management capability driving Contact Centre data including Operations (forecasting, capacity planning, staffing, and scheduling, real-time monitoring, and operations management reporting and analysis), Software Configuration as well as Insight generation.

·Incorporate feedback from the Workforce Management team as well as other Contact Centre stakeholders as they balance schedule adjustments, schedule exceptions, schedule adherence, mentor and feedback and training schedules.

Qualifications we seek in you

Minimum Qualifications / Skills

·Bachelor's or Master's degree in a quantitative discipline such as Commerce, Statistics, Actuarial Sciences, Mathematics, Quantitative Finance, or Economics

·Strong analytical skills with a solid understanding of statistics and predictive modeling.

·Excellent knowledge of Contact Centre Operations

·Demonstrate knowledge on call centre metrics and Contact Centre Analytics policies and procedures

·Experience in the following predictive modeling techniques is a must – GLM, Linear Regression, Time Series, Segmentation/Cluster Analysis, Decision Trees & Random Forests

·Proven understanding of forecasting, forecasting models, and trend analysis

·Advanced proficiency with Microsoft Excel, including VBA, is required.

·Basic database skills, including SQL and ability to pull together disparate data sources. SSRS / SSIS Experience

·Well versed with Python, R or other statistical tools like SAS, SPSS etc.

·Should have skills to analyze data and provide insights on trends, patterns, etc. which will be critical to the business.

·Project/Program Management knowledge including working on Architecture/Design of BI/Analytics solutions (e.g., on PowerBI)

·Ability to establish priorities and handle multiple assignments concurrently with minimal direction in an evolving, fast paced work environment.

·Demonstrate ability to work independently and in a team environment.

·Self-disciplined and results oriented.

Preferred qualifications/ Skills

·Working Knowledge of data entry on and extraction through Verint/Genesis/NICE

·Knowledge of scheduling functionality of Verint/Genesis/NICE

·Knowledge of forecasting through Verint/Genesis/NICE

·Knowledge of real time analysis using Verint/Genesis/NICE

Ability to communicate effectively both orally and in writing with various levels of management, including translating complex ideas and data into actionable steps for business units.

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