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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