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Sr. Manager (Data & Analytics) Job Opening In Pune – Now Hiring Concentrix


Job description

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

Required Skill Profession

Operations Specialties Managers


  • Job Details

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2. Loyalty

3. Impartiapty

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6. Respect for human rights

7. Obeying India laws and regulations

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