Contact Center Analytics & AI Lead

Job Description

JOB DETAILS

REQUIREMENTS

• Bachelor’s degree in Data Science, Business Analytics, Computer Science, or a related field; Master’s degree preferred.
• 7+ years of experience in analytics within a contact center or customer service environment.
• Proven experience with AI technologies and their applications in customer service.
• Strong analytical skills with expertise in statistical analysis, data mining, and predictive modeling.
• Proficient in analytical tools and programming languages (e.g., Python, R, SQL, Tableau, or similar).
• Experience with machine learning algorithms and techniques.
• Excellent communication skills, able to present insights clearly to both technical and non-technical audiences.
• Strong project management skills and ability to lead cross-functional teams.
• Knowledge of customer experience metrics and industry best practices.
• Passion for utilizing data and technology to drive successful outcomes in customer service.

RESPONSIBILITIES

• Design and implement analytics frameworks and AI solutions to improve customer experience and operational effectiveness.
• Analyze customer interaction data to identify trends, patterns, and areas for improvement.
• Develop predictive models to enhance agent performance and customer satisfaction.
• Lead initiatives to integrate AI technologies such as chatbots, natural language processing, and machine learning to optimize workflows.
• Collaborate with cross-functional teams to ensure alignment of analytics initiatives with business objectives.
• Provide insights and strategic recommendations based on data analysis to inform decision-making at all levels.
• Monitor and report on key performance indicators (KPIs) related to contact center effectiveness.
• Stay current with industry trends, tools, and methodologies in analytics and AI applications.

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