Head Data Analyst

We are hiring for a Leading bank based in Mumbai : Job Title: Head – Contact Center Analytics

Location: Mumbai

Department: Customer Experience / Operations

Reporting To: Contact center Head

Grade/Band: Vice President

Type: Full-time

Role Overview:

We are seeking a seasoned professional to lead the Contact Center Analytics function for our banking operations. This role demands deep expertise in workforce management (WFM), real-time queue optimization, advanced analytics, and AI-driven insights. The ideal candidate will be responsible for driving data-backed decisions to enhance customer experience, operational efficiency, and strategic planning.

Key Responsibilities:

Workforce Management & Operations

• Lead rostering, scheduling, and forecasting for multi-channel contact center operations.
• Oversee real-time queue management, ensuring optimal resource allocation and service levels.
• Collaborate with operations to manage intraday performance and staffing adjustments.

Analytics & Reporting

• Design and deliver Power BI dashboards and MIS reports for senior leadership.
• Analyze call volumes, agent performance, customer behavior, and service metrics.
• Develop predictive models and actionable insights to improve customer engagement and reduce operational costs.

AI & Speech Analytics

• Implement and manage AI tools including speech analytics platforms to extract customer sentiment, compliance, and quality insights.
• Drive automation and intelligence in contact center processes using AI/ML capabilities.
• Partner with IT and vendors to ensure seamless integration and data governance.

Strategic Leadership

• Define KPIs and success metrics for contact center performance.
• Lead a team of analysts and WFM specialists to support business goals.
• Present insights and recommendations to CXOs and cross-functional stakeholders.

Qualifications & Experience:

• 10+ years of experience in contact center analytics, preferably in banking or financial services.
• Proven expertise in WFM tools (e.g., Verint, NICE, Aspect).
• Hands-on experience with Power BI, SQL, and advanced Excel.
• Exposure to AI tools like speech/text analytics platforms (e.g., CallMiner, NICE Nexidia, Verint Speech Analytics).
• Strong understanding of contact center operations, customer journeys, and digital transformation.
• Excellent communication and stakeholder management skills.

Preferred Skills:

• Certification in Power BI, AI/ML, or WFM platforms.
• Experience in managing large-scale transformation or automation projects.
• Knowledge of regulatory and compliance frameworks in banking.