Description
:
Role: Sr. Manager (Data & Analytics)
Location: Pune (Amar Tech Center)
Mode: 3 times a week in office
Experience: 10 to 12Years
Shift Timings: 3pm IST -12AM IST
The Senior Manager Data & Analytics will lead data-driven initiatives to enhance operational efficiency, customer experience, and business outcomes.
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 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.
- Familiarity with digital technologies such as Generative AI, Robotic Process Automation (RPA), and Speech Analytics for enhancing contact center operations.
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.
Soft Skills:
- Exceptional communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels, including C-suite executives and clients.
- Strong analytical mindset with meticulous attention to detail and a focus on delivering high-quality outcomes.
- Proven leadership and team-building capabilities, with experience mentoring and developing talent.
- Ability to manage ambiguity, prioritize effectively, and drive projects to completion in a fast-paced environment.
Education:
- Bachelor’s degree in data science, Business Analytics, Statistics, Computer Science, or a related field.
Location:
IND Pune - Amar Tech Centre S No.30/4A 1
Language Requirements:
Time Type:
Full time