Senior Manager

3 weeks ago

Gurgaon, Haryana, India EXL IT service management Full time
Job Description

Job Summary:

We are seeking a highly analytical and detail-oriented Senior Analyst to join our team for the Complaints Data Analysis and Resolution project. The ideal candidate will be responsible for analyzing customer complaints data, identifying root causes, and driving actionable insights to improve customer experience and operational efficiency.

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Key Responsibilities:

- Analyze large volumes of customer complaints data to identify trends, patterns, and root causes.
- Develop dashboards and reports to monitor complaint metrics and resolution effectiveness.
- Collaborate with cross-functional teams (Operations, Customer Service, Product, etc.) to recommend and implement data-driven solutions.
- Design and execute data models to predict complaint volumes and resolution timelines.
- Ensure data quality, integrity, and consistency across all reporting platforms.
- Present findings and recommendations to senior stakeholders in a clear and impactful manner.
- Support continuous improvement initiatives by identifying gaps and opportunities in complaint handling processes.

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Required Qualifications:

- Bachelor's or Master's degree in Data Science, Statistics, Economics, Business Analytics, or related field.
- 4-6 years of experience in data analysis, preferably in customer experience or operations.
- Proficiency in SQL, Excel, and data visualization tools (e.g., Power BI, Tableau).
- Strong analytical thinking and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Experience with Python/SQL for data analysis.

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