Data & Analytics primarily caters to Global Contact center business audience supporting operations with day-to-day operational MI with an additional scope of supporting business decisions through Analytics & data driven insights. Further D&A further branch outs to verticals: Reporting, Analysis & Business Consulting, Data Management, Conversation Banking & Projects, and Data/ Decision Science streams. This role aligns under Analysis & Business Consulting with responsibility of executing assigned projects/deliverables as per the agreed timelines adhering to the accuracy and quality standards. The incumbent would contribute to information management deliverables that involve but not restricted to, creating sample data sets using various Data Management/Extraction technologies and Building analysis & relationship management framework, end user information delivery applications using BI and Web technologies.

The Opportunity:



The role will require an action-oriented approach to solve business problems typically using structured data as per agreed timelines with accuracy and quality. This role will support business problems for contact center and shared services, focusing on speech analytics. Supporting Ad-hoc analytical needs of the process on an on-going basis is also expected from the incumbent. This is an individual contributor position, with an experience in working in contact center/ channel/ data analytics experience for minimum 5- 7 years, the incumbent is expected to independently handle project delivery and have conversation with business and clients and help junior members of teams as and when required. The role will require good mathematical acumen and data handling and understanding capability and preferably data analytics and some exposure to data science techniques will be a plus. Also, as this is based in Cairo, Arabic language skill is required to perform and success in this role.

What you’ll do:

• Take full ownership of internal data mining/modelling process, understanding and managing a range of analytical projects from inception to delivery.
• Understanding business problem and converting it to an analytical problem to provide solutions to address business needs of IWPB Contact center using several mathematical and statistical techniques.
• Developing and delivering strategic MIS solutions to help address some of the performance & cost challenges for business.
• Producing insights derived through analysis to measure the key performance of business, study the trend / movement of important KPIs portfolios and hence identify business risk / opportunity.
• Developing effective and enduring relationships with various stakeholders to understand, recommend & drive delivery against business agenda.
  
  

Requirements

• Strong logical and analytical acumen to derive insights using data.
  
  
  
  

• Good Knowledge of Python, SQL languages
• Strong working knowledge on MS office with VBA, PPT & Excel etc.
• Working knowledge on Visualization tools like Qlik sense, Tableau or MS Power BI will be good
• Proven Project management skills and exposure to Agile and Jira system
• Proven problem-solving skills with ability to consider alternative and innovative solutions.
• Use of strong judgmental skills to identify, resolve complex problems whilst adhering to timelines & quality of output.
• Experience in the application of best practices in Analytics, business Intelligence, Machine Learning, Data Governance etc.
• Experience in building presentations & data story narratives to explain business problems & counter solutions to enhancement performance levels.
• Good stakeholder management and influencing skills.
• Excellent planning/organization skills, good time-management and has strong follow-through abilities and attention to detail.
• Excellent data storyteller & proven skills in building powerful dashboards & presentation.
  
  

What additional skills will be good to have?

• Exposure to Machine learning & NLP
• Exposure to Contact center and or Contact center KPIs & metrics.
• Exposure to any cloud platforms is advantage.
  
  

You’ll achieve more at HSBC

HSBC is an equal opportunity employer committed to building a culture where all employees are valued, respected and opinions count. We take pride in providing a workplace that fosters continuous professional development, flexible working and, opportunities to grow within an inclusive and diverse environment. We encourage applications from all suitably qualified persons irrespective of, but not limited to, their gender or genetic information, sexual orientation, ethnicity, religion, social status, medical care leave requirements, political affiliation, people with disabilities, color, national origin, veteran status, etc.

, We consider all applications based on merit and suitability to the role.”

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