Practice Lead - Customer Services Analytics - BPO

Looking for Practice Lead - Customer Services Analytics - BPO in Bangalore / Pune

This role is focused towards Customer Analytics domain in the Analytics Practice in areas like Acquisition analytics, Retention & Loyalty Analytics, Contact Center Analytics, Social Media Analytics, Web Analytics, Sales and Marketing Analytics and would be industry agnostic.

This role-holder would be responsible for the following major responsibilities:

- Function as a - Subject Matter Expert- for Customer Analytics domain within the Analytics Practice

- Conceptualize and define Business Metrics relevant to the engagement's & take complete ownership for driving them

- Build niche analytics solutions across customer journey in omni-channel environment. It involves dealing with Ops/service line/BD/Sales to build the most relevant solutions for potential & prospective clients

- Provide insights and predictive solutions using statistical and machine learning models for customer and marketing analytics including contact center analytics and Digital analytics

- Build customer analytics practice by identifying and implementing analytical solutions using advanced tools and techniques

- Lead the pilot projects for various existing clients to check the feasibility and effectiveness of the proposed solution. Work with clients and deliver independently

- Participate in the advancement of the Analytics solutions

Must Have Skills & Experience:

- Hands-on knowledge of analytical tools such as R, SAS is mandatory

- Excellent Data Interpretation Skills and Strong Story Telling Skills around the Data

- Good (English) communication skills and the ability to interact with both external stakeholders, internal stakeholders and other data collection specialists

- Works effectively both independently and as a member of a cross-functional team

- Strong team player, with an ability to work in an unstructured environment