Analytics Manager

Job Description: Role: Sr. Manager (Data & Analytics) Location: Mumbai (Thane) Mode: WFO Experience: 10 to 16 Years Shift Timings: 05:30 AM to 3:00 PM (IST)- Australian Shifts Notice Period: Immediate to 30 days Note: This is WFO from Thane Location The Senior Manager Data & Analytics will lead data-driven initiatives to enhance operational efficiency, customer experience, and business outcomes in a telecommunications contact center. This role requires strategic oversight of Data & Analytics projects, collaboration with cross-functional teams, and the ability to translate insights into actionable improvements. Key Responsibilities: Lead the delivery of high-impact Data & Analytics projects, ensuring alignment with business objectives and measurable outcomes. Collaborate with CX, Sales, and innovation teams to identify data-driven opportunities for process optimization, cost reduction, and revenue growth. Develop and present compelling business cases, leveraging data insights to justify improvement initiatives. Design and implement Customer Journey Maps and Process Maps to drive optimized, future-state experiences across People, Process, Data, and Technology. Analyze interaction trends across human-assisted channels to inform operational strategies and channel optimization. Create engaging, data-rich visualizations (slides, charts, dashboards) for stakeholders at all levels. Proactively manage project risks, maintain risk registers, and escalate issues as needed. Monitor project progress from ideation through benefits realization, ensuring KPIs are met. Mentor and guide junior team members, fostering a culture of continuous improvement and data-driven decision-making. Required Skills & Qualifications: Experience: Minimum 5 - 7 years of experience in Data & Analytics, Data Sciences, Process Excellence, or Delivery Innovation, with at least 3 years in a senior leadership or management role within a contact center or telecommunications environment. Proven track record of delivering measurable results through data-driven initiatives, including cost savings, revenue growth, or customer satisfaction improvements. Extensive experience leading cross-functional teams and managing complex, high-stakes projects with multiple stakeholders. Demonstrated success in implementing advanced analytics solutions (e.g. Sales / Churn / NPS predictive models, Customer Segmentation,) Experience with using and modelling data on BI tools such as Power BI, Tableau etc. Prior experience in developing and executing data-driven strategies for customer experience optimization, such as reducing average handle time, improving Sales, or enhancing self-service adoption. Experience managing end-to-end project lifecycles, from opportunity identification and business case development to implementation and benefits tracking. Technical proficiency: Advanced proficiency in Excel and PowerPoint for data analysis, visualization, and stakeholder communication. Expertise in system/data analysis and data interrogation, with strong skills in SQL for querying and manipulating large datasets. Proficiency in Python or R for advanced data analysis, statistical modelling, and automation of analytical processes. Hands-on experience with Power BI, Tableau, or similar BI tools for creating interactive dashboards and reports with real-time data integration. Preferred Experience with cloud-based data platforms (e.g., AWS Redshift, Google BigQuery, Azure Synapse Analytics) for managing and analysing large-scale datasets. Familiarity with digital technologies such as Generative AI, Robotic Process Automation (RPA), and Speech Analytics for enhancing contact center operations. Understanding of data governance, data quality frameworks, and compliance standards (e.g., GDPR, CCPA) to ensure secure and ethical data usage. Methodologies & Certifications: Strong knowledge of Lean Six Sigma and Agile methodologies (Scrum). Certified ScrumMaster (CSM) or Lean Six Sigma Green certification is highly desirable. Experience applying contemporary process improvement frameworks to achieve operational excellence. Education: Bachelor’s degree in data science, Business Analytics, Statistics, Computer Science, or a related field. Interested candidate kindly apply or share your resume to

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