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Mid-level popular role in metro with broad ML skills and known employer increases applicant competition.
Role prefers BPO/CX domain experience, reducing cross-industry transferability moderately.
Explicit 5–7 years plus required ML, NLP, MLOps, and BPO experience make hiring filters strict.
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Develop and maintain predictive and diagnostic models to improve BPO and call centre operations and customer experience.
Perform optimisation analytics to enhance workforce management, cost efficiency, and service performance.
Translate complex analytical results into actionable insights for client stakeholders, supporting growth analytics initiatives like customer retention and revenue opportunities.
5–7 years of experience in data science or advanced analytics, preferably in BPO, call centre, or customer experience environments.
Proficiency in R (preferred) or Python, and SQL.
Graduate degree (educational qualification).
Work location: Thane, India (IND Thane - 11th Floor G-Corp Tech Park Ghodbunder Road).
Experience working in complex customer experience or operational performance analytics within BPO or call centre settings.
Skilled in predictive modelling, diagnostic analytics, optimisation, growth analytics, NLP, and text analytics.
Familiarity with AWS MLOps practices and tools like Amazon Connect Customer Profiles, Contact Lens, or Genesys Cloud CX.