BlackStone eIT is hiring a Contact Center Analytics & AI Lead to champion data and artificial intelligence strategies within our contact center operations. You will leverage analytics and AI to enhance customer experiences, optimize workflows, and drive data-informed decision-making across the organization.
What You'll Do
- Design and implement analytics frameworks and AI solutions to improve customer experience and operational effectiveness.
- Analyze customer interaction data to identify trends, patterns, and areas for improvement.
- Develop predictive models to enhance agent performance and customer satisfaction.
- Lead initiatives to integrate AI technologies such as chatbots, natural language processing, and machine learning to optimize workflows.
- Collaborate with cross-functional teams to ensure alignment of analytics initiatives with business objectives.
- Provide insights and strategic recommendations based on data analysis to inform decision-making at all levels.
- Monitor and report on key performance indicators (KPIs) related to contact center effectiveness.
- Stay current with industry trends, tools, and methodologies in analytics and AI applications.
What We're Looking For
- Bachelor’s degree in Data Science, Business Analytics, Computer Science, or a related field.
- 7+ years of experience in analytics within a contact center or customer service environment.
- Proven experience with AI technologies and their applications in customer service.
- Strong analytical skills with expertise in statistical analysis, data mining, and predictive modeling.
- Proficient in analytical tools and programming languages (e.g., Python, R, SQL, Tableau, or similar).
- Experience with machine learning algorithms and techniques.
- Excellent communication skills, able to present insights clearly to both technical and non-technical audiences.
- Strong project management skills and ability to lead cross-functional teams.
- Knowledge of customer experience metrics and industry best practices.
- Passion for utilizing data and technology to drive successful outcomes in customer service.
Nice to Have
- Master’s degree preferred.
Technical Stack
- Python
- R
- SQL
- Tableau
Benefits & Compensation
- Remote Model
- Time Flexibility
- Relocation after 6 months based on performance
Work Mode
This is a remote position.
