Note: The job is a remote job and is open to candidates in USA. Capgemini is seeking a Contact Center Data Analytics Consultant to support a transformation program at Vanguard. The consultant will analyze contact center data to provide actionable insights and recommendations for senior stakeholders, enhancing operational performance and decision-making.
Responsibilities
- Analyze contact center, IVR, chatbot, CRM, QA, and workforce data to identify performance drivers and improvement opportunities
- Build dashboards, cuts, and ad hoc analyses that explain what is happening, why it matters, and what actions should be taken
- Partner with program leads to connect analytics to business outcomes, including cost reduction, service improvement, digital containment, and advisor or agent enablement
- Translate detailed data findings into concise executive storylines, slides, readouts, and decision materials
- Support value tracking across transformation initiatives, including baseline definition, KPI movement, benefits realization, and issue diagnosis
- Work with business, operations, technology, and data teams to clarify data sources, definitions, assumptions, and limitations
Skills
- 3 to 6+ years of experience in data analytics, consulting, business analysis, or operations analytics
- Strong SQL, Excel, and dashboarding skills, ideally with Power BI, Tableau, or similar tools
- Ability to move from raw data to insight to recommendation, not just report metrics
- Strong executive communication skills, including slide writing, synthesis, and structured problem solving
- Comfortable working in ambiguous transformation environments with multiple stakeholders and imperfect data
- Experience with contact center, customer service, CRM, digital servicing, or operational performance data preferred
Benefits
- Medical, dental, vision and retirement benefits
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