Team Manager Speech Analytics

Company Description BA CALL CENTRE INDIA PRIVATE LIMITED is a customer contact services provider headquartered in East of Kailash, New Delhi, India. The company operates in the Greater Delhi Area, supporting clients with call center and customer engagement solutions. Team members work in a fast-paced, metrics-driven environment focused on service quality and operational efficiency. The organization offers opportunities to grow in analytics, people management, and process improvement within the contact center domain.
Role Description The Team Manager Speech Analytics is a full-time, on-site role based in the Greater Delhi Area. This role is responsible for overseeing speech analytics programs, including monitoring customer interactions, identifying trends, and generating insights to improve call center performance. The manager will lead a small analytics-focused team, assign tasks, review output, and ensure accurate reporting on key performance indicators. Daily responsibilities include collaborating with operations leaders to refine scripts and processes, working with quality and training teams to address performance gaps, and preparing regular dashboards and presentations for management. The role also involves maintaining speech analytics tools, validating data quality, and driving continuous improvement initiatives based on analytical findings.
Qualifications
Candidates should possess strong Analytical Skills with experience interpreting call center performance metrics and customer interaction data.
Candidates should possess solid knowledge of Statistics and Analytics to identify patterns, correlations, and root causes in speech and behavioral data.
Candidates should possess hands-on Data Analytics expertise, including cleaning, processing, and analyzing large datasets from multiple sources.
Candidates should possess Data Visualization skills to build clear dashboards, charts, and reports that support decision-making.
Experience with speech analytics platforms or contact center analytics tools is highly beneficial.
Prior experience in team management or supervision within a call center or analytics environment is preferred.
Strong communication skills, stakeholder management abilities, and attention to detail are important.
A bachelor’s degree in statistics, mathematics, computer science, business, or a related field is advantageous.

Work arrangement
No