Lead - Business Analyst

Role Summary:

We are looking for a sharp, driven, and proactive Business Analyst to lead analytics initiatives across our customer lifecycle touchpoints including inbound and outbound journeys, NLP insights, and churn reduction strategies. The ideal candidate is passionate about data, deeply understands consumer behaviour, and can convert insights into actionable strategies for enhancing customer experience and driving retention.

Key Responsibilities:

• NLP Analytics:

• Work with NLP models/tools to analyze customer call center data (voice & text).
• Identify pain points, trends, and sentiment to drive actionable improvements.

• Inbound/Outbound Analytics:

• Analyze contact center performance metrics across calls, IVR, WhatsApp, chatbot, and other channels.
• Identify leakage points and suggest automation or process changes to enhance First Call Resolution (FCR) and reduce repeat contacts.

• Churn Reduction:

• Build early warning systems to predict churn and implement preventive retention strategies.
• Segment users based on churn propensity and create personalized engagement journeys in collaboration with the marketing and product teams.

• Customer-Centric Metrics:

• Track and improve NPS, CSAT, and contact rate metrics.
• Recommend improvements based on customer feedback analysis and behavioural trends.

• Stakeholder Collaboration:

• Work closely with product, tech, marketing, call center, and retention teams to align analytics with business goals.
• Create dashboards and visualizations for senior leadership.

Must-Have Skills:

• Strong command of SQL, Excel, and at least one BI tool (Tableau, Power BI, Looker, etc.)
• Working knowledge of Python/R for data analysis; familiarity with NLP libraries a plus.
• Understanding of customer lifecycle and telecom/D2C metrics like ARPU, churn, NPS, etc.
• Excellent problem-solving ability and structured thinking.
• Ability to work independently and drive cross-functional initiatives.