Overview About The Company Full Potential Solutions (FPS Perch) is a global product company headquartered in the US. We help contact centers around the world better engage with their customers by combining our deep domain expertise with cutting-edge technology. Our AI-enabled, cloud-scalable analytics products enhance the end-to-end customer journey via omnichannel engagement (voice, email, SMS, chat, and conversational AI) and optimize agent performance. Our offices are spread across the US, India, and Philippines. Some exciting initiatives they are working on are: Designing and developing amazing user experiences across data visualization and analytics in the customer engagement/contact center industry. Salesforce-based solutions for omni-channel customer engagement leveraging AI to enhance contact strategy and routing, guide agents on next best action (NBA), enable dynamic scripting, capture voice of customer (VOC). Developing standardized AI/ML models to optimize customer engagement and agent performance using various Python frameworks and AWS services (Transcribe, Comprehend, Sagemaker, etc.). Developing a comprehensive Data, Analytics, and Reporting platform to integrate, measure and analyze millions of daily customer interactions/metrics across all our clients. Building web/mobile apps to improve agent/manager performance across thousands of agents (metrics, gamification, collaboration). Deploying cutting-edge tech-enablement services using the AWS ecosystem, including microservices and serverless architecture, CI/CD pipelines, event notification & search services, multi-tenant architecture, etc. Our team has successfully built and scaled analytics-focused products at companies such as Salesforce, Demandware, and IBM. We have strong backgrounds in Computer Science, Math, and Engineering from top universities such as IIT, Harvard, and Yale. We strongly believe that empowered people are the key to building a great company, and our development process focuses on iteratively improving our products as well as ourselves as individuals and as a team. Our mission as a company is to create an environment where the people THRIVE. Explore more at: FPS Website Responsibilities Role: Business Analyst Lead Understand and document customer requirements. Responsible for hands-on analysis, speccing dashboards. Advising operations and product owners on the same. Understanding, defining, and enforcing dashboarding standards. Mentor and manage Business Analysts. Define and enforce requirements with developers being time-sensitive and standards compliant. Qualifications Experience Contact Centre Experience: Should have worked in a contact centre as an agent and then possibly managed a team. Contact Centre BA: Should have managed reporting & dashboarding contact centre data. Analytics: Should have experience in analyzing medium to large data sets, especially in the contact centre domain. Tracking | Performance Management | Metric Analysis | Correlation | Arriving at call and metric drivers. Contact Centre Process: Should have a thorough understanding of contact centre processes: Avaya | Call Flow (Customer Journey) | QA Process | Schedule Adherence | CSAT measurement & improvement | Forecasting | Training | Reporting. Root Causing: Should have experience in doing drill downs and root causing with data to arrive at key drivers. Acquired Skills Data analytics (Tools): MS Excel, Gsheet (Advanced), BI Tool (Power BI, Tableau and/or others) - Intermediate, SQL – Intermediate. Data Analytics Approaches: Basic statistics (Should be able to run regressions, correlations, contribution to change, statistical significance). Data Visualization: Creating dashboards (Executive to operational), Adept in choosing right kind of visualizations (Charts, graphs, tables, etc.). Metric Understanding (Contact Centres): Understand all standard contact centre metrics and their contributory measures, understand the importance and relationships between different metrics. Understanding of continuous improvement. Preference for Lean Six Sigma Green Belts/Black Belts. Attitudinal Skills Communication: Good verbal and written communication (English), Should be able to communicate with developers and VPs/Execs., Should be consultative – Should be able to advise operations, developers, etc. on contact centre domain. Data Obsession: Should have a love for data and be obsessive and excited about analyzing and discovering insights and patterns in data. Eye for structure & visualization: Should have a knack for structuring data, dashboards, visuals with logical flow and keeping the users in mind. Quality & Detail Orientation: Should be detail-oriented & have an eye for quality. Should be able to pick up errors and inconsistencies in dashboard/data. Customer Experience Orientation: Should be customer obsessive and be a customer advocate. Organized: Should be organized in managing his work by using structures, delegation, prioritization, and hands-onness. Should be flexible to invest time and effort as and when there are superlative requirements. Work Experience Contact Centre – 3 years BA – 4 Years Analytics/Quality – 2 years People management – 2 years #J-18808-Ljbffr
