Lead Consultant

1 week ago

Bangalore, Karnataka, India Job Seeks 4U Consultancy Services Full time

Role : Lead Consultant


Experience : 15+ yrs into Customer Service


Salary : Maxi 35LPA


Location : Bangalore


Hands of experience : Customer service, Digital Transformation, Data analytics.


Added Advantage : Contact center analytics solution design.


Only for female Candidates.


The role is of a Lead Consultant Digital Transformation (DTS). As part of DTS Practice, the Lead Consultant shall play a key anchoring role in crafting solutions, work on RFXs and act as a thought leader internally and externally to potential clients during pursuit cycle for CS Analytics.


The role has ample opportunities for growth, learning and exposure in one of the fastest growing practices within Infosys BPM and Digital Transformation Services as well.


Responsibilities :


As a Lead Consultant in the DTS team, you will :


- Be part of Customer Service Unit & AI practice within DTS Practice Development & Solution Design.


- Be responsible for business development efforts response to RFXs, creation of collaterals and presales support


- Develop thought leadership Point of Views, demos, use cases, collaterals to support Customer Service Analytics/AI pursuits/solution design efforts.


EXPERIENCE / SKILLS / EDUCATION :


Work Experience :


- 15 years experience in the Customer Services / Service Desk domain extensive work experience in Contact center Analytics, consulting/solution design role in Digital At least 6+ years experience in Contact Center Analytics Solution Design, crafting analytical solutions, Providing insights from these analytics for clients to improve Performance and business metrics.


- Candidates interested or having experience in only project delivery organizations need not apply


Skills/Must Have :


- Strong analytics (consulting and solution development skills) and business acumen in addition to quantitative and analytical capabilities.


- Expertise in any of the following (at the minimum) including :


1. Domain: Customer service, Contact Center, Service desk, Help desk in any industry vertical


2. Analytics: Contact Center Analytics, Contact Elimination Analytics, Generate business operational and business insights from contact center data like call data, chat data, etc


3. AI/ML/Data Science: Skills in Statistical modeling and Machine Learning


- Function as a Subject Matter Expert for Contact Center within the Analytics/AI Practice


- Strong experience in CS Analytics domain in areas like Hands-on model development (PD, LGD, EAD)


- Exposure to some of the widely used analytics techniques like Logistic Regression, Random Forest, Support Vector Machine, Time Series Forecasting, Text Analytics, Speech Analytics etc. is required


- Excellent experience in Python, R, SQL, Excel, Decision Trees, CART, SEM, Forecasting techniques and tools like regression, correlation etc.


- Willingness to work in a startup type, hands-on environment, across different time zones often under strict timelines


- This not being a project/delivery role, ability to conceive new solutions/offerings relevant to industry demand and take them to market through sales functions is extremely important.


- Excellent PowerPoint and presentation skills


Skills/Good to Have :


- Hands-on experience with any of the analytical tools (R, Python, etc.)


What We Are Looking For :


Basic :


- Post Graduate or MBA (preferred) from Tier 1 institutions with graduation in Engineering / Mathematics / Operations Research / Science


- Smart, self-driven, highly focused & self-motivated people with top notch communication skills, intellectual curiosity and passion for fast changing FS industry.


- Demonstrated experience in building practice in a startup type environment and having led solution design in similar organization

(ref:hirist.tech)

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