Manager - Data Scientist
- Genpact India
- 5 to 10 Yrs
- Noida, Gurugram
- 4 years ago
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Job Description
Manager, Sr. Data Scientist
The position will be responsible for driving and implementing digital transformation and will take the lead in changing the way we run our business to transform it to the Contact Center of the Future. In doing so, this role will provide contact center and digital transformation thought leadership, strategic and expert solutions and insights to drive growth and efficiency to help Genpact achieve its goals
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
Expertise in the use of automation, analytics & other digital interventions to drive digitalization of contact center operations
Highly proficient with digital customer Experience Tools, Journey Mapping, Persona Def, and Customer Segmentation.
Operations analytics, Work force management, forecasting, identifying key metrics (AHT, CSAT, FTR)
Conceptualize, plan and drive Speech Analytics framework build in the areas of Customer Complaints, Customer VOC and Call Quality processes.
Interpret and analyze data problems. To deal with huge data, have good understanding on data science and have worked on relational databases.
Write computer programs and analyze large datasets to uncover answers to complex problems. Need to be comfortable writing code working in a variety of languages such as R, Python, and SQL.
Ensure data quality and integrity through best practices and compliance to framework, architecture and coding standards.
Build analytic systems and predictive models
Test performance of data-driven products
Visualize data and communicate key findings with potential business impact.
Experiment with new models and techniques
Align data projects with organizational goals
Project Management and Client Interaction
Communicate across a diverse audience across all levels of organization.
Qualifications we seek in you
M.A. / Bachelors degree in Economics, in Statistics with relevant experience in Data Science/advanced analytics.
Experience of working on analytics projects in Banking and Financial Services domain especially in Contact Center Analytics
Mathematics / Statistical Background
High level of intellectual curiosity about the Data Science and Analytics
Extensive Experience with Analytics products and solutions.
Expertise in/awareness of Speech Analytics platforms/tools like Call Miner, Verint, Nexidia etc.
Proven experience as a Data Scientist or similar role
Prior Experience with Model build (Python / SQL scripts)
Predictive Analytics Well versed with AI and Machine Learning
Good applied statistics skills, such as distributions, statistical testing, regression, etc.
Building and implementing models, using/creating algorithms and creating/running simulations using a variety of Tools
Knowledge and experience of tools/techniques: Forecasting, Linear Regression, Logistic Regression, Regularization, Segmentation (Decision Trees, CHAID, CART), Cluster Analysis, Factor Analysis, variable screening, Machine Learning Random Forest, Gradient Boosting, SVM, XGBoost.
Minimum qualifications
Excellent organizational and leadership skills
Passion for analytics, technology and a keen learner to stay abreast on what s 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
Skill gap identification and development of our global teams
Excellent verbal and written communication skills
Employement Category:
Employement Type: Full timeIndustry: IT - SoftwareRole Category: General / Other SoftwareFunctional Area: Not ApplicableRole/Responsibilies: Manager - Data ScientistContact Details:
Company: Genpact IndiaLocation(s): Noida, Gurugram
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Genpact India
Genpact (NYSE: G) is a global professional services firm focused on delivering digital transformation for our clients, putting digital and data to work to create competitive advantage. We do this by integrating lean principles, design thinking, analytics and digital technologies with our domain and ...
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