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Metro Bangalore location and mid-level generalist analytics role attract moderate applicant density; company brand is mid-tier.
Analytics skills are transferable, but CX and CRM domain experience moderately increase industry specificity.
Explicit 5-9 years plus mandatory SQL, instrumentation, and CRM analytics skills increase shortlisting rigidity.
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Own end-to-end analytics lifecycle for Customer Experience Operations including metric definition, data instrumentation, reporting, and insight delivery to leadership.
Build and maintain dashboards and models to track key CX metrics such as AHT, CSAT, productivity, repeat and bounce rates, and cost-per-contact trends.
Partner with Workforce Management and Finance on headcount planning, cost modeling, and use AI tools to automate reporting and accelerate analysis.
5-9 years experience in analytics or operations analytics, preferably in high-volume CX/support environments.
Strong proficiency in SQL with ability to independently write queries, build data models, and debug data pipelines.
Experience defining and instrumenting metrics from scratch, including authoring business requirements for engineering teams.
Experience working with CRM data, preferably Salesforce; Comfortable using AI tools like Claude to enhance analytical workflows.
Analytical individual contributor capable of translating complex operational data into decision-ready insights for senior leadership.
Experience working in dynamic CX operations environments with a focus on efficiency, cost reduction, and customer satisfaction improvement.
Proactive in identifying measurement needs and process inefficiencies without close supervision and comfortable collaborating with cross-functional teams including engineering, operations, and finance.