Job Description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. Inviting applications for the role of Assistant Manager , Speech Analytics-India .

In this role,

The position is based out of India and the focus of the role is to have enterprise level experience in Contact center Speech Analytics, reporting etc. and do analysis on back-office operations, be able to understand, translate and integrate the analysis from back-office to front-office.

Responsibilities

Develop and implement contact center strategies and programs that embeds digital thinking, delivery and support across the contact center functions, prioritizing digitally powered and enabled customer experience interventions.
Operations analytics, Work force management, forecasting, identifying and optimizing key metrics (Such as First Call Resolution, Average Handling Time, Customer Satisfaction, First Time Resolution)
Conceptualize, plan and drive Speech Analytics framework builds in the areas of Customer Complaints, Customer VOC, and Call Quality processes.
Analyze, design, and develop Speech Analytics based reports/dashboards using any of the prevalent tools such as Verint, Nexedia , Livevox , Uniphore etc.
Understanding of NLP techniques for text representation, semantic extraction techniques, data structures, and modeling.
Highly proficient with digital customer Experience Tools, Journey Mapping, Persona Def, and Customer Segmentation.
Expertise in the use of automation, analytics & other digital interventions to drive digitalization of contact center operations.
Ensure data quality and integrity through best practices and compliance to framework, architecture, and coding standards.
Visualize data and communicate key findings with potential business impact
Align data projects with organizational goals
Project Management and Client Interaction
Communicate across a diverse audience across all levels of organization.



Technical Skills

Expertise in Speech Analytics platforms/tools such as Call Miner, Verint, Nexidia , Livevox , Uniphore etc.
Experience in visualization tools such as Tablaeu , Power BI , Qlikview etc.
Experience in NLP based speech analytics
Good to have - Predictive Analytics - Experience in Machine Learning techniques
Good to have - Knowledge of Programming language such as Python, SQL etc.
Qualifications we seek in you!

Minimum Q ualifications

M.A. / Bachelor's degree in Economics , in Statistics with relevant years of relevant experience in Data Science/advanced analytics.
Experience of working on speech analytics projects in Banking and Financial Services domain especially in Contact Center Analytics
Mathematics / Statistical Background
Leadership Skills

Strong organizational and leadership skills
Passion for analytics, technology, and a keen learner to stay abreast on what is latest
Ability to inspire and influence change in technology application
Ability to work in diverse teams and with multiple stakeholders
Conflict management and negotiation skills



Preferred Q ualifications / Skills

Skill gap identification and development of our global teams
Excellent verbal and written communication skills



Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X , Facebook , LinkedIn , and YouTube .

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training .


•Job Assistant Manager•

•Primary Location India-Gurugram•

•Schedule Full-time•

•Education Level Bachelor's / Graduation / Equivalent•

•Job Posting Jul 19, 2024, 7:50:30 AM•

•Unposting Date Ongoing•

•Master Skills List Operations•

•Job Category Full Time•