Job Title

Job Title: Head – Contact Center AnalyticsLocation: MumbaiDepartment: Customer Experience / OperationsReporting To: Contact center HeadGrade/Band: Vice PresidentType: Full-timeRole Overview:We are seeking a seasoned professional to lead the Contact Center Analytics function for ourbanking operations. This role demands deep expertise in workforce management (WFM), real-timequeue optimization, advanced analytics, and AI-driven insights. The ideal candidate will beresponsible for driving data-backed decisions to enhance customer experience, operationalefficiency, and strategic planning.Key Responsibilities:Workforce Management & Operations Lead rostering, scheduling, and forecasting for multi-channel contact center operations. Oversee real-time queue management, ensuring optimal resource allocation and servicelevels. Collaborate with operations to manage intraday performance and staffing adjustments.Analytics & Reporting Design and deliver Power BI dashboards and MIS reports for senior leadership. Analyze call volumes, agent performance, customer behavior, and service metrics. Develop predictive models and actionable insights to improve customer engagement andreduce operational costs.AI & Speech Analytics Implement and manage AI tools including speech analytics platforms to extract customersentiment, compliance, and quality insights. Drive automation and intelligence in contact center processes using AI/ML capabilities. Partner with IT and vendors to ensure seamless integration and data governance.Strategic Leadership Define KPIs and success metrics for contact center performance. Lead a team of analysts and WFM specialists to support business goals. Present insights and recommendations to CXOs and cross-functional stakeholders.Qualifications & Experience: 10+ years of experience in contact center analytics, preferably in banking or financialservices. Proven expertise in WFM tools (e.g., Verint, NICE, Aspect). Hands-on experience with Power BI, SQL, and advanced Excel. Exposure to AI tools like speech/text analytics platforms (e.g., CallMiner, NICE Nexidia,Verint Speech Analytics). Strong understanding of contact center operations, customer journeys, and digitaltransformation. Excellent communication and stakeholder management skills.Preferred Skills: Certification in Power BI, AI/ML, or WFM platforms. Experience in managing large-scale transformation or automation projects. Knowledge of regulatory and compliance frameworks in banking.