Data Analyst- Contact Center Analytics
2 days ago
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), r eal-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, preferably in banking or financial services. 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., CallMiner, 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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AWS Contact Center
1 day ago
Delhi, Delhi, India People Prime Worldwide Full timeAbout Client:Our Client is a global IT services company headquartered in Southborough, Massachusetts, USA. Founded in 1996, with a revenue of $1.8B, with 35,000+ associates worldwide, specializes in digital engineering, and IT services company helping clients modernize their technology infrastructure, adopt cloud and AI solutions, and accelerate innovation....
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Contact Center Head
4 days ago
Delhi, India Lytegen Full time1. Hire and build the team. Own the full hiring funnel for agents, team leads, and future floor managers, working with internal recruiters and making final hiring decisions. 2. Scale and manage performance Run the floor during shifts, drive core KPIs (dials, contacts, talk time, appointments or sales, conversion rate) and hold team leads and agents...
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Senior Data Analyst
4 weeks ago
Delhi, India Maxillian Analytics Full timeAbout the jobWe are seeking a talented and experienced Senior Data analyst with experience in PowerBi . As a Senior Data analyst, you have to lead data projects, aligning with strategic goals and ensuring delivery of measurable value while keeping up with industry trends in data science and analytics to drive innovation.Responsibilities:Design and implement...
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Senior data analyst
4 weeks ago
Delhi, India Maxillian Analytics Full timeAbout the job We are seeking a talented and experienced Senior Data analyst with experience in Power Bi. As a Senior Data analyst, you have to lead data projects, aligning with strategic goals and ensuring delivery of measurable value while keeping up with industry trends in data science and analytics to drive innovation.Responsibilities:Design and implement...
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Data Analyst
3 weeks ago
New Delhi, India Data Unveil Full timeJOB DESCRIPTION:Position Title: Data Analyst Experience:6 Months - 2 Years Location:Hyderabad, Telangana. Hire Type:Full Time, on-site. Start Date:Immediate.Job Summary:We seek a highly analytical and detail-oriented individual to join our team as a Data Analyst. The successful candidate will interpret data, analyze results, and provide insights to...
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Senior Data Analyst
4 weeks ago
Delhi, India Maxillian Analytics Full timeAbout the job We are seeking a talented and experienced Senior Data analyst with experience in PowerBi . As a Senior Data analyst, you have to lead data projects, aligning with strategic goals and ensuring delivery of measurable value while keeping up with industry trends in data science and analytics to drive innovation. Responsibilities: Design and...
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Contact Center Head
23 hours ago
Delhi, Delhi, India Lytegen Full timeHire and build the team.Own the full hiring funnel for agents, team leads, and future floor managers, working with internal recruiters and making final hiring decisions. Scale and manage performanceRun the floor during shifts, drive core KPIs (dials, contacts, talk time, appointments or sales, conversion rate) and hold team leads and agents accountable to...
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Contact Center Head
2 days ago
New Delhi, India Lytegen Full time1. Hire and build the team. Own the full hiring funnel for agents, team leads, and future floor managers, working with internal recruiters and making final hiring decisions. 2. Scale and manage performance Run the floor during shifts, drive core KPIs (dials, contacts, talk time, appointments or sales, conversion rate) and hold team...
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Data Analyst
3 weeks ago
New Delhi, India Data Unveil Full timeJOB DESCRIPTION:Position Title: Data AnalystExperience: 6 Months - 2 YearsLocation: Hyderabad, Telangana.Hire Type: Full Time, on-site.Start Date: Immediate.Job Summary: We seek a highly analytical and detail-oriented individual to join our team as a Data Analyst. The successful candidate will interpret data, analyze results, and provide insights to support...
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Senior Data Analyst
3 weeks ago
New Delhi, India Maxillian Analytics Full timeAbout the job We are seeking a talented and experienced Senior Data analyst with experience in PowerBi . As a Senior Data analyst, you have to lead data projects, aligning with strategic goals and ensuring delivery of measurable value while keeping up with industry trends in data science and analytics to drive innovation.Responsibilities: Design and...
