Analytics India Magazine - Data Scientist - Contact Centre Analytics

Inviting applications for the role of Manager /Sr. Manager - Sr. Data Scientist-India

- The position is based out of India and the focus of the role is to have enterprise level experience for Machine Learning Model build, validation, scoring, monitoring, etc and do analysis on back-office operations, be able to understand and translate and integrate the analysis from back-office to front- office.

Key Responsibilities :

- Develop and implement contact center strategies and programs that embeds digital thinking, delivery and support across the contact center functions, prioritizing digitally powered and enabled customer experience interventions

- Expertise in the use of automation, analytics & other digital interventions to drive digitalization of contact center operations

- Highly proficient with digital customer Experience Tools, Journey Mapping, Persona Def, and Customer Segmentation.

- Operations analytics, Work force management, forecasting, identifying key metrics (AHT, CSAT, FTR)

- Conceptualize, plan and drive Speech Analytics framework build in the areas of Customer Complaints, Customer VOC, and Call Quality processes.

- Interpret and analyze data problems. To deal with huge data, have good understanding on data science and have worked on relational databases.

- Write computer programs and analyze large datasets to uncover answers to complex problems.

- Need to be comfortable writing code working in a variety of languages such as Python, and SQL.

- Ensure data quality and integrity through best practices and compliance to framework, architecture, and coding standards.

- Build analytic systems and predictive models

- Test performance of data-driven products

- Visualize data and communicate key findings with potential business impact.

- Experiment with new models and techniques

- Align data projects with organizational goals

- Project Management and Client Interaction

- Communicate across a diverse audience across all levels of organization.

Technical Skills :

- Proven experience as a Data Scientist or similar role

- Prior Experience with Model build (Python / SQL scripts)

- Predictive Analytics - Well versed with AI and Machine Learning

- Good applied statistics skills, such as distributions, statistical testing, regression, etc.

- Building and implementing models, using/creating algorithms and creating/running simulations using a variety of Tools

- Knowledge and experience of tools/techniques: Forecasting, Linear Regression, Logistic Regression, Regularization, Segmentation (Decision Trees, CHAID, CART), Cluster Analysis, Factor Analysis, variable screening, Machine Learning - Random Forest, Gradient Boosting, SVM, XGBoost.

Qualifications :

- M.A. / Bachelor's degree in Economics, in Statistics with 7+ years of relevant experience in Data Science/advanced analytics.

- Experience of working on analytics projects in Banking and Financial Services domain especially in Contact Center Analytics

- Mathematics / Statistical Background

- High level of intellectual curiosity about the Data Science and Analytics

- Extensive Experience with Analytics products and solutions.

- Expertise in/awareness of Speech Analytics platforms/tools like Call Miner, Verint, Nexidia etc.

Leadership Skills :

- Strong organizational and leadership skills

- Passion for analytics, technology, and a keen learner to stay abreast on what's latest

- Ability to inspire and influence change in technology application

- Ability to work in diverse teams and with multiple stakeholders

- Conflict management and negotiation skills

- Skill gap identification and development of our global teams

- Excellent verbal and written communication skills