Customer Experience Data Analyst

Data Analyst position

Experience: 10 to 15 Years

Location: Andheri east

Notice: Immediate to Max 15 Days

JD

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:

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