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Mid-level ML generalist title, metro location, and popular experience band increase applicant competition.
Preference for BPO/call-centre experience reduces cross-industry transferability despite transferable ML skills.
Explicit 5–7 years plus BPO domain preference and mandatory ML/NLP and AWS/MLOps skills raise strictness.
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Develop and maintain predictive and diagnostic models to improve call centre operational and customer experience outcomes.
Conduct optimisation analytics for workforce, cost, and service performance in BPO environments.
Translate complex data analysis into actionable customer insights and collaborate with client-facing teams to deliver tailored solutions.
5–7 years of data science or advanced analytics experience, preferably in BPO, call centre, or customer experience domains.
Proficiency in R (preferred) or Python, and SQL.
Graduate degree required.
Experience with NLP, text analytics, and familiarity with Amazon Connect Customer Profiles, Contact Lens, or Genesys Cloud CX.
Experienced in delivering analytics for call centres or BPO settings focused on customer experience and operational improvements.
Skilled in predictive modelling, diagnostic analytics, optimisation, and growth analytics techniques.
Capable of effectively communicating complex analytical insights to non-technical stakeholders and collaborating with client teams.