Data Scientist

• Analyze customer service interaction trends, handle times (AHT), customer satisfaction scores (CSAT), and call/ticket volumes.
• Build machine learning and statistical models to predict customer churn, staffing volume surges, and process errors.
• Partner with operations and account managers to streamline workflows, reduce costs, and automate repetitive data processes.
• Design clear, automated dashboards and visual reports (e.g., Power BI, Tableau) for internal leadership and external BPO clients.
• Conduct experiments and A/B tests to evaluate new operational strategies, scripting, or automated tools.

Education & Experience

• Bachelor's degree in Data Science, Computer Science, Statistics, Mathematics, Information Technology, or a related quantitative field.
• 2+ years of hands-on experience in a Data Scientist or Data Analyst role (experience in a BPO, Shared Services, or Contact Center environment is a plus).

Technical Skills

• Proficiency in Python or R for data manipulation and predictive modeling.
• Strong knowledge of SQL to extract and clean large structured/unstructured datasets.
• Experience creating dashboards using Power BI, Tableau, or similar tools.
• Knowledge of regression models, classification techniques, time-series forecasting, and clustering.

Soft Skills & Core Competencies

• Ability to translate complex data findings into plain language and actionable strategies for non-technical stakeholders.
• Analytical mindset with strong attention to detail and data accuracy.
• Excellent verbal and written English communication skills for collaborating with global clients and internal teams.
• Ability to thrive in a high-volume, fast-paced 24/7 BPO shift environment.