Infosys BPM - Senior Manager - Contact Center Analytics

Role :Senior Manager - Contact Center Analytics

Infosys BPM - Operations Analytics Practice :

- Operations Analytics is a recently established Practice at Infosys BPM and one of the growing service lines in the company. The Practice:

- Drive business metrics that add to the top-line and / or profitability for your business

- Develop Descriptive (reporting) through to Prescriptive Analytics, based on your company's need

- Consolidate data across functional silos, standardize, analyze and visualize to support your decision-making

- We apply next-gen technology to all parts of the analytics lifecycle from data extraction to visualization & analysis

Job Designation: Sr. Lead Analyst - Knowledge Services

Job Level: Sr. Manager

Domain: Analytics

Location: Bangalore

Company: Infosys BPM Ltd.,

The role holder should have good experience in the following areas:

- Hands-on experience in developing contact center performance reporting solution including KPIs such as AHT, ASA, FCR, Agent Performance, OSAT etc.

- Strong experience in developing embedded analytics opportunities like IVR analytics, Call Driver analytics, CSAT analytics, Text analytics (on call transcripts, email, chat data), Complaints life-cycle analytics, Churn modeling based on contact center and CRM data, Workforce forecasting etc.

- Leverage qualitative and quantitative methodologies to analyze structured and unstructured data

- Provide in-depth and insightful custom reports to communicate key metrics and findings

1. RESPONSIBILITIES:

1. Identify relevant KPIs: Define business metrics relevant to the client's business functions & take complete ownership for driving their improvement

2. Identify key factors impacting KPIs: Identify upstream, downstream or operational factors that impact the achievement of target levels of the KPIs

3. Develop paid PoCs (Proof of Concepts) working with client stakeholders and mapping their business pain points and problems

4. Works with relevant Enterprise information management teams to organize the data capture and models for data analysis

5. Develop analysis to understand performance: Performs quantitative and qualitative analysis statistical modelling, data deep-dives etc. to acquire insights from data

6. Develop actionable insights to drive outcomes: Translates insights into an analysis report and communicates the insights back to the requestor

7. Map insights to action items (working with clients stakeholders) in order to improve business metrics

8. Facilitate monitoring of actions to drive outcome: Monitor actions (targeted business outcomes achieved)- by providing guidance and feedback to the operations team

9. Works with Reporting specialists to standardize and automate recurring analytical requests into standard reports and dashboards

10. Project collaboration: Work effectively both independently and as a member of cross-functional teams

11. Project governance: Ensure compliance to governance model. Seek and manage customer feedback in order to ensure strong customer satisfaction on projects

2. EXPERIENCE / SKILLS / EDUCATION:

2.1 Work Experience:

- 6-10+ years of experience in the Contact Center Analytics domain - extensive work experience at a Senior Management / Transformational Consultant role's

- At least 2-4 years of experience in front-line business consulting in Contact Center Analytics domain, crafting solutions and delivering presentations to management teams

- Ability to analyze data & interpret results

2.2 Skills - Must Have:

- Strong Contact Center Analytics domain knowledge with hands-on experience in developing embedded analytics models with R, SAS

- Excellent Data analysis and interpretation skills

- Strong story-telling skills to deliver recommendations from data analysis - proven skills in PowerPoint, in a business-case presentation context

- Fluent verbal and written communication skills, presentation skills,

- Self-motivated and takes ownership

- Project management skills

Please ask your friends /Colleagues also to walk-in for the drive if their profile matches the requirement-

If interested, kindly share your updated resume with below details

Full Name:
Total Experience:
Years of experience into Contact Center Analytics:
CTC:
Expected CTC:
Notice Period:
Current Location:
Re-location to Bangalore (if non-local):

Laxman Shaw
Talent Acquisition Specialist
Mobile: +91, 7022043897
Infosys BPM Ltd