Insight and Analytical Manager

3 weeks ago

Mumbai, India Capita India Full time

Job Title: Manager, Profile Analytics Location: Mumbai or Pune Job Type: Full-Time (Hybrid working environment i.e. Work from home or office basis client requirement) About the Role: We are seeking a highly skilled and experienced professional, Profile Analytics to join our dynamic team. The ideal candidate will have a strong background in contact center or call center environments, advanced proficiency in Microsoft Excel, and expertise in data and text analytics using Python or R. Knowledge of SPSS. Key Responsibilities: We want you to: Generate insight from new data and tools and lead solution development Develop tools and methods for analysis and reporting of new data Develop much more comprehensive customer experience models that truly guide the business Guide & support benefit estimation & measurement for individual projects Conduct ad-hoc analysis on a request basis as required by the business You will take responsibility for internal end-to-end consultancy for ad-hoc analyses; clarifying research questions, finding data where you can in a messy environment, operationalizing and conducting analysis; and reporting back, providing clear next steps. You will also allow us to be more strategic. You will organize data, defining new ways to report and analyze it, and increase our ability to generate ongoing insight, including influencing decision makers across the Partnership. Work as an individual contributor who is required to understand the business problem, gather the right data, perform relevant analysis and communicate with senior stakeholders. Should be able to independently work on different insights projects and should be able to communicate effectively and learn business processes quickly. Be proactive in reaching out to different stakeholders to gather the required information or data or design data collection methods and collect data. Utilize advanced Excel functions, including PivotTables, VLOOKUP, and statistical analysis, to analyze and interpret complex data sets. Develop and maintain dashboards and reports to monitor key performance indicators (KPIs) and operational metrics. Perform data and text analytics using Python or R to uncover insights and trends that drive business decisions. Collaborate with cross-functional teams to identify opportunities for process optimization and enhance customer experience. Present findings and recommendations to senior management and stakeholders in a clear and concise manner. Ensure data accuracy, integrity, and security in all analytics processes. Qualifications: Bachelor’s degree in Statistics, Mathematics, Computer Science, or a related field. A Master’s degree is a plus. Proven experience in a contact center or call center environment operations. Advanced proficiency in Microsoft Excel, including PivotTables, VLOOKUP, and statistical analysis. Strong knowledge of Python or R for data and text analytics. Excellent analytical, problem-solving, and decision-making skills. Strong communication and presentation skills. Ability to work effectively in a fast-paced, dynamic environment. Experience with data visualization tools (e.g., Tableau, Power BI) is a plus. Applied scientific method to analysis. Analysis as an intentional career choice. Enthusiastic about analysis. Proactive about learning new ways to understand data. Communicates well, showing speed and precision of communication and very good English. Demonstrates client-facing Technically proficient and fluent with data manipulation for analysis and uses statistical techniques with speed and efficiency Experience in any or all of the following would be a distinct advantage (in order of priority): contact centers; mobile/ telco/ utilities sector; outsourced services. Technical proficiency Essential: correlation, linear regression, multivariate analyses. Desirable: time series modelling, logistic regression, machine learning. Understands and is fluent with data manipulation: filter, join, aggregation, split by. SQL and database skills are desirable. Excel plus a statistical package, preferably SPSS. Charting. Experience of generating order from multiple, dirty and incomplete data sources. Interested candidates can share their resumes directly to sneha.das@capita.com

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