Data Scientist

You will provide high level strategic and tactical insight to identify, prioritise, and drive improvement initiatives. Delivering innovative solutions for the business by surfacing underlying opportunities, highlighting factual data & information, and narrating 'the story' around those opportunities.

The aim of this role is to aid our clients in providing world-class customer service and experience, unlocking problems and providing supportive solutions. This is achieved by supporting us internal operations, around key performance indicators (Customer Satisfaction, Right First Time, AHT etc.) and the clients internal business processes with tangible and actionable insight and recommendations. The vision is for us to be acknowledged (through awards, client loyalty, winning new business and general reputation) as Contact Centre industry experts in customer experience.

Key Responsibilities:

• Deliver innovative and industry leading insight, along with improvement recommendations for us and our client.
• Conduct insight reviews through the application of advanced analytics, using internal and external data sources
• Be able to use sophisticated predictive modelling to help understand what changes need to be made to realize improvement.
• Ensure that impacts from operational and Client change requests are taken into consideration when understanding benefit realization.
• Lead the Insight direction to support and align to the operational strategy
• Work closely with wider shared services MI teams to support pulling disparate data sets together, to provide more tangible understanding of the problem with a view to using automation techniques to stream the process and remove inefficiency.
• Support senior management to formulate management information & insight, using this to inform business decisions, supporting senior management to formulate budget assumptions based around insight lead recommendations.
• Support and lead projects, both short & long term, by collating and analyzing data and converting this into intelligent insight that can be used to meet business & client requirements
• Work with the wider BI teams where appropriate to help deliver a required level of service to support our clients in a robust & governed way
• Full integration with Insight teams, liaising also with core operational stakeholders and other support teams where appropriate (e.g. MI, Planning, Finance, etc.)
• Support senior management to ensure that contracted obligations are met

Qualifications, Knowledge & Experience:

• Grade 12 or equivalent
• 2 years' experience applying data science across mainly qualitative data and preferably in a contact Centre
• Competence in Insights, MI, analytical and statistical theories and methods
• Strong understanding of Statistical Analytics, Correlation, Regression, Cluster Analysis, Standard Deviation etc.
• Knowledge and application of MI/BI & Contact Centre relevant software & systems – Business Objects, Power BI, Aspect WFM, Avaya Telephony, MS Office (Excel, PowerPoint, etc.)
• Knowledge of programming tools such as Python / R, SQL or similar
• Excellent Excel knowledge, including VBA, formulae (e.g. vlookup), PivotTables
• Excellent presentation skills, including use of PowerPoint
• Great communication skills, both written & verbal with an ability to convey results to business users, including regular conference calls and presentation of performance to clients.
• Experience of collation, reporting and presentation of data & information is essential
• Data manipulation experience beyond Excel; joining, aggregating, transforming data for analysis; SQL
• Experience of the theory and application of customer satisfaction / loyalty methodologies, and customer research (qualitative and quantitative) techniques
• Strong analytical skills essential, with a genuine interest in data analysis and insight
• Experience of evidence-based decision-making establishing baselines; logical tests; use of control groups; critical thinking.
• Experience of using statistical software to deliver analyses and insight
• Experience of using both speech & text analytic applications
• An aptitude for both efficient and accurate work
• A willingness to work independently when required using own initiative
• A good understanding of financial/commercials.
• Yellow Belt Essential / Green Belt Desirable (or equivalent)

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Job Type: Permanent

Pay: ₹1,000, ₹1,200,000.00 per year

Experience:

• Data science: 4 years (Required)
• Machine learning: 4 years (Required)

Work Location: In person