Technical Analyst(sql/python/funnel)(bfsi )
- NLB Services
- 6 - 11 years
- Noida, Gurugram
- 2 months ago
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Job Description
Senior Analyst / Team Lead Call Centre Analytics
Role Overview
We are looking for a Call Centre Analytics professional with deep hands-on experience in analyzing large-scale contact center data, preferably Genesys, to drive measurable improvements across customer journeys, funnel conversion, and IVR performance. The role requires strong analytical thinking, stakeholder interaction, and the ability to convert raw call data into actionable business insights.
Key Responsibilities
- Analyze end-to-end call centre funnels covering call initiation, IVR traversal, agent routing, handling, and outcomes
- Perform IVR optimization analysis, including:
- Drop-off analysis
- Menu depth and path effectiveness
- Self-service vs agent-assisted resolution
- Develop funnel analytics frameworks to identify:
- Call abandonment drivers
- Repeat call patterns
- Leakage across IVR, queue, and agent stages
- Work extensively with Genesys call data, including call logs, interaction events, agent metrics, and routing attributes
- Build analytical datasets using SQL from structured and semi-structured call centre sources
- Use Python for:
- Data wrangling and feature creation
- Trend analysis and diagnostics
- Exploratory and ad-hoc analytics
- Partner with business and operations teams to translate insights into:
- IVR design changes
- Routing logic improvements
- Agent efficiency enhancements
- Support dashboarding and reporting needs (Power BI / Tableau exposure is a plus)
Required Skills & Experience
- Strong hands-on experience in Call Centre / Contact Centre Analytics
- Direct experience working with Genesys data (mandatory)
- Proven expertise in:
- Funnel analytics
- IVR flow analysis and optimization
- Call abandonment and repeat call analysis
- Excellent SQL skills for large-scale data extraction and transformation
- Working knowledge of Python for analytics and data processing
- Ability to explain analytical findings clearly to non-technical stakeholders
Preferred / Good-to-Have
- Experience in banking, financial services, or regulated environments
- Exposure to call center platforms other than Genesys (Avaya, NICE, Five9, etc.)
- Experience supporting decision-making for operations, CX, or digital teams
What This Role Is Not
- This is not a pure reporting role
- This role requires analytical depth, problem-solving, and hands-on data working
If Interested Kindly Share your resume at Mu**********a@nl****h.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Data Science & AnalyticsRole Category: Data Science & Analytics - OtherRole: Data Science & Analytics - OtherEmployement Type: Full timeContact Details:
Company: NLB Services Pvt. Ltd.Location(s): Noida, Gurugram
Keyskills: bfsi experience SQL Python Excel Data Analysis Funnel Analysis
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