CX Optimization Lead

The Lead Data Analyst's primary responsibility is to deliver Business Insights & Product Insights through data analysis. Act as a subject matter expert for the team/clients in designing and recommending the appropriate business approaches and methodology in addressing key business issues. Business research & experiment, development, and implementation of appropriate process / systems that lead to improved business performance through identifying the opportunities for optimization.

Master's Degree in in business administration, Statistics, Information Systems, Applied Math, or any other related field with 12+ years of experience in Data Analytics, CX Analytics, Conversational AI Analytics, or related roles

The candidate must be passionate and highly skilled in business analytics and data representation. The candidate should also be highly knowledgeable in the contact center business use of emerging open-source data visualization tools Power BI, Domo etc. This is necessary for the creation of visually and verbally engaging reports and presentations, for clients, leadership teams, and other key stakeholders.

The candidate should be skilled in SQL database, Data crunching, Business analytics, Data analytics, and Python (added advantage) etc. Additionally have a deep understanding of A/B testing and be highly knowledgeable in key metric identification for driving and maintaining healthy business performance. 

Experience in CC contact channels, digital products, Digital transformation solutions, Conversational AI Optimization (Voice & Digital), Client handling, and web data handling would be added advantage.

The candidate must be detail-oriented, be comfortable working in a collaborative setting, be comfortable working with business senior executives, be self-motivated requiring minimal supervision, be proactive, be a creative strategic and independent thinker, have superior problem-solving skills, can work on multiple projects, and meet tight deadlines, have a positive can-do attitude, and demonstrate calmness and composure in times of uncertainty.

The candidate must work closely with the internal departmental leads and executives to deliver high-quality execution of the diverse array of projects. The role requires to collaborate closely with the leaders of cross functional teams to deliver the projects for the clients/stakeholders.