Job Purpose
This role is placed under the ‘Data Insights’ team of EXL’s Emerging Business Unit (EBU) which is an amalgamation of Utilities, Travel, Transportation, Banking and F&A businesses. The ‘Data Insights’ team will play a critical role in identifying key data sources, creating strong data ingestion and management practices, generating data-driven insights and presentations. This is with the objective of optimizing operations, improving end-customer experience, generating client business insights, support continuous improvement, drive transformation leading to eventual growth of the business.
We are seeking a skilled Data Analyst who has a strong foundation in data analytics, experience working with large datasets, and expertise in analysing operational performance and business metrics. A good understanding of analytics, insight and visualization tools and techniques will be preferred to generate key data storytelling and communication to stakeholders.
Responsibilities
- Data Collection and Analysis:
- Gather, clean, and analyze data from various sources, including performance metrics, customer satisfaction (CSAT) scores, and operational KPIs.
- Develop efficient ways of managing and storing large data sets
- Work with different stakeholders to ensure the data is accurate, accessible, and aligned with business goals.
- Conduct exploratory data analysis (EDA) to uncover trends, patterns, and insights in voice process operations.
- Evaluate call volumes, average handling times (AHT), first call resolution (FCR), and other non-voice metrics to identify operational gaps.
- Familiarity with natural language processing (NLP) techniques and tools for analyzing voice data.
- Reporting and Dashboards:
- Develop and maintain regular and ad-hoc reports and dashboards to monitor performance, agent productivity, and customer experience.
- Provide actionable insights through clear visualizations and presentations to clients, management and cross-functional teams using tools such as Tableau and/or Power BI.
- Root Cause Analysis:
- Perform in-depth analysis to identify the root causes of process inefficiencies, customer dissatisfaction, and operational bottlenecks.
- Use data to identify areas for improvement, such as call routing, agent performance, and resolution times.
Essential skills and experience - minimum criteria
- Education:
- Bachelor’s degree (any)
- Experience:
- 3+ years of experience in data analysis, preferably within a BPM, or voice process environment.
- Proven experience in analyzing operational metrics
- Technical Skills:
- Proficiency in data analytics tools and platforms such as SQL, Excel.
- Experience with scientific analytics tools like Python, R, or SAS for statistical analysis and model development.
- Competent with data visualization tools such as Tableau or Power BI.
- Knowledge of statistical techniques, including regression analysis, hypothesis testing, clustering, and machine learning.
- Familiarity with natural language processing (NLP) techniques and tools for analyzing voice data.
- Soft Skills:
- Strong analytical thinking and problem-solving skills.
- Ability to communicate complex data insights clearly and effectively to non-technical stakeholders both verbally and through presentations.
- Excellent organizational skills, attention to detail, and ability to manage multiple tasks simultaneously.
Desirable skills and experience
- Education in Statistics, Computer Science, Operations Research, or a related field.
- Advanced degree or certification in Data Analytics, Business Intelligence, or related fields is a plus.
- Experience and knowhow in the travel industry and/ or a voice environment is a plus.