Exl Service

  • Contact Centre Analytics Manager

    Job Location US-WI-Madison
    Regular Full-Time
  • Overview

                    Contact Centre Analytics Manager


    EXL (NASDAQ:EXLS) is a leading operations management and analytics company that helps businesses enhance growth and profitability in the face of relentless competition and continuous disruption. Using our proprietary, award-winning Business EXLerator Framework™, which integrates analytics, automation, benchmarking, BPO, consulting, industry best practices and technology platforms, we look deeper to help companies improve global operations, enhance data-driven insights, increase customer satisfaction, and manage risk and compliance. EXL serves the insurance, healthcare, banking and financial services, utilities, travel, transportation and logistics industries. Headquartered in New York, New York, EXL has more than 24,000 professionals in locations throughout the United States, Europe, Asia (primarily India and Philippines), Latin America, Australia and South Africa.


    EXL Analytics provides data-driven, action-oriented solutions to business problems through statistical data mining, cutting edge analytics techniques and a consultative approach. Leveraging proprietary methodology and best-of-breed technology, EXL Analytics takes an industry-specific approach to transform our clients’ decision making and embed analytics more deeply into their business processes. Our global footprint of nearly 2,000 data scientists and analysts assist client organizations with complex risk minimization methods, advanced marketing, pricing and CRM strategies, internal cost analysis, and cost and resource optimization within the organization.  EXL Analytics serves the insurance, healthcare, banking, capital markets, utilities, retail and e-commerce, travel, transportation and logistics industries.


    Please visit www.exlservice.com for more information about EXL Analytics.


    Role Overview:

    • Define Call center metrics across all partners
    • To assist the customer service center management with different splits of the metrics
    • To achieve contact center goals by providing timely insights into trends and events
    • All deliverables to provide insightful, accurate, and timely analytics that support our growth and the new partner management operating model
    • Document/Process Map Data across All vendors
    • Holistic analysis and sales forecasting across all call types (IB/OB), all media, all call center partners and all products
    • Data governance efforts to provide consistency within our metrics that extend across three different call center partners


    • Document and determine process for outbound and AU lead forecasts
    • Build reporting by lead type for Outbound program
    • Build simulations where we can change assumptions in the funnel or the volume of calls and it will project out the impact on NAP/general staffing/etc.
    • Build control chart monitoring for key metrics in the process
    • Undertake process and productivity reviews to ensure optimized workflow across teams
    • Put transformational effort to get our underlying data architecture improved and/or rebuilt
    • Define project deliverables, controls and ensure adherence to these


    • Bachelor’s/Master's degree in economics, mathematics, computer science/engineering, operations research or related analytics areas; candidates with BA/BS degrees in the same fields from the top tier academic institutions are also welcome to apply
    • 5+ years’ experience, preferably in contact center analytics
    • Predictive Modeling Experience
    • Superior analytical and problem solving skills
    • People Manager
    • Outstanding written and verbal communication skills
    • Able to work in fast pace continuously evolving environment and ready to take up uphill challenges
    • Is able to understand cross cultural differences and can work with clients across the globe

     What we offer:

    • EXL Analytics offers an exciting, fast paced and innovative environment, which brings together a group of sharp and entrepreneurial professionals who are eager to influence business decisions. From your very first day, you get an opportunity to work closely with highly experienced, world class analytics consultants
    • You can expect to learn many aspects of businesses that our clients engage in. You will also learn effective teamwork and time-management skills - key aspects for personal and professional growth
    • Analytics requires different skill sets at different levels within the organization. At EXL Analytics, we invest heavily in training you in all aspects of analytics as well as in leading analytical tools and techniques.
    • We provide guidance/ coaching to every employee through our mentoring program wherein every junior level employee is assigned a senior level professional as advisors.
    • Sky is the limit for our team members. The unique experiences gathered at EXL Analytics sets the stage for further growth and development in our company and beyond.


    EEO Statement



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