Job Description : BI Manager - Service Analytics

BI Manager - Service Analytics

Location: Noida

Level: Manager

Department: Customer Service Operations Analytics

About the Role

Lead service analytics across customer support, AI service agents, and vendor operations. Deliver CXO insights on C-Sat, NPS, resolution efficiency, and service cost optimization to enhance customer experience at scale.

Key Responsibilities
- Build unified service dashboards tracking C-Sat, NPS, AOR/IPO, resolution TAT, cost/ticket
- Deep-dive C-Sat drivers, interaction reduction opportunities, AI vs human resolution variance
- Identify service funnel bottlenecks and repeat interaction patterns
- Partner with Service Ops, Product, and Tech to prioritize AI scale-up and vendor governance
- Automate recurring analyses; enable real-time course correction for service SLAs
- Track campaign impact on service metrics and cross-sell opportunities

What We're Looking For




- 3-5 years in customer service analytics, CX analytics, or service ops (healthtech/e-commerce)
- Advanced skills in Tableau/Power BI for customer journey visualization
- Expertise analyzing C-Sat/NPS drivers, service funnel leakage, agent productivity
- Robust SQL, Python/R for text analytics and service data processing
- Experience with AI chatbots, IVR systems, or multi-channel service operations

Impact: Improve C-Sat by 15+ points while reducing service costs 20% through AI and process optimization.

Disclaimer: This job posting & Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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