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Asistant Manager - Projects

3.00 to 5.00 Years   Bangalore   30 Dec, 2020
Genpact India Pvt Ltd
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

AM, Project Manager

  • In this role you will be working on analytics projects in Banking and Financial Services domain especially in Contact Center Analytics.
  • Conceptualize, build and drive hands-on analytical exercises in the area of Customer Complaints and Customer Experience Analytics and deliver on project results as per plan.
  • Participate in sophisticated analytical and data management exercises by understanding, collating and analyzing unstructured/structured data from the Speech Analytics engine and existing SYF data bases.
  • Develop Analytics methodologies focusing on Complaints Process Management and Speech Analytics
  • Build predictive models using Objective Segmentation and Logistic Regression techniques to identify drivers of complaints and customer attrition.
  • Analyze unstructured data on customer feedback/verbatim using Text Mining techniques and build process improvement strategies.
  • Partner with in-house analytics team, IT team and Speech Analytics vendor to understand business problems and execute the recommended solutions.
  • Participate in regular (weekly/bi-weekly/monthly) interactions with designated customer contacts (analytics teams, database teams etc.)
  • Establish project performance tracking framework to supervise project outcome. Analyze test and control groups and run champion challenger designs to measure project capability
Qualifications :
  • Graduate in any subject area
  • Experience of working on analytics projects in Banking and Financial Services domain especially in Contact Center Analytics
  • Exposure to Customer Service functions. Ability to draw out data from an ORACLE based warehouse environment.
  • Excellent written and verbal communication skills as well as business presentation skills.
  • Hands-on expertise in data mining tools like SAS, SQL, R and MS Office etc.
  • Analytical skills, shown expertise in developing mathematical and statistical analytical frameworks
  • Working experience on sophisticated structured and unstructured data. Ability of data mining and insight generation
Preferred Qualification :
  • Influencing skills, creative thinking/innovative mind-set
  • Effective mentoring and relationship building skills with ability to efficient lead group and interpersonal situations
,

Keyskills :
ms officedata miningtext miningcontact centercustomer focusdata managementcustomer servicespeech analyticsunstructured datafinancial services

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