Assistant Manager

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. 

Operations analytics, Work force management, forecasting, identifying and optimizing key metrics (Such as First Call Resolution, Average Handling Time, Customer Satisfaction, First Time Resolution) 

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

Analyze, design, and develop Speech Analytics based reports/dashboards using any of the prevalent tools such as Verint, Nexedia, Livevox, Uniphore etc. 

Understanding of NLP techniques for text representation, semantic extraction techniques, data structures, and modeling. 

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

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

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

Visualize data and communicate key findings with potential business impact 

Align data projects with organizational goals