FBS Senior Operations Analyst

Capgemini; Maharashtra; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Farmers is seeking a Senior Operations Analyst to analyze and scale its messaging and AI ecosystem. You will identify trends across chat, SMS and messaging channels and translate insights into improvements for knowledge content, routing, and AI performance.

You will collaborate with multiple teams to optimize containment, deflection, and AHT while developing dashboards and KPIs to drive measurable service improvements.

Qualifications

• 4–6 years of analytics and operations experience.
• Experience with chat, SMS, and AI-driven customer support.
• Proficiency in building dashboards and data insights.
• Knowledge of conversational AI and LLM interactions.
• Strong tooling: CCAI/Dialogflow, Excel, SQL, Power BI, Salesforce.

Responsibilities

• Analyze chat, messaging, SMS, and virtual agent data to spot trends.
• Evaluate AI performance including containment and escalation drivers.
• Collaborate with Knowledge Management to close content gaps.
• Tune chat routing, queue setup, and agent assignment for efficiency.
• Develop dashboards tracking containment, deflection, AHT, CSAT.
• Provide insights to Service Ops, CAS, Product, and Tech teams.
• Support experiments like A/B tests and prompt tuning.
• Assist governance and auditing of AI and conversations.

Skills

Google CCAI / Dialogflow

Microsoft Excel

SQL

Power BI

Salesforce (Service Cloud / Chat / KB)

Customer Engagement / Chat Platforms

Prompt Engineering / LLM Tools

Workflow / Ticketing Systems

Job description

Team Function

The Knowledge Management & Messaging team supports enterprise-wide service delivery by optimizing knowledge content, conversational experiences, and messaging channels across Farmers. The team is responsible for maintaining and continuously improving knowledge content used by employees, agents (Exclusive & Independent), vendors, and customers; driving performance and optimization of digital messaging channels including chat, SMS, and asynchronous messaging; managing chat routing strategies, queue design, and agent experience across platforms (e.g., CCAI and legacy environments); advancing conversational AI and Generative AI capabilities, including LLM‑powered search and response generation; leveraging data insights to improve containment, deflection, handle time, and overall customer and agent experience. This team operates at the intersection of operations, technology, and AI‑driven experience design, ensuring scalable, high‑quality support across all service channels.

Role Description

The Senior Operations Analyst will play a critical role in analyzing, optimizing, and scaling Farmers' messaging and conversational AI ecosystem. This role focuses on identifying trends across chat, SMS, and messaging platforms and translating insights into actionable improvements across knowledge content, routing strategies, and AI performance. Key responsibilities include:

• Analyze chat, messaging, SMS, and virtual agent interactions to identify trends, pain points, and opportunities for optimization.
• Evaluate performance of conversational AI and Generative AI solutions, including accuracy, containment rates, escalation drivers, and answer quality.
• Partner with Knowledge Management to identify content gaps, inconsistencies, and opportunities to improve AI‑generated responses.
• Assess and optimize chat routing strategies, queue configuration, and agent assignment logic to improve efficiency and customer experience.
• Develop reporting and dashboards to track KPIs such as containment, deflection, AHT, CSAT, and answer‑to‑chat ratios.
• Provide insights and recommendations to cross‑functional stakeholders including Service Operations, CAS, Product, and Technology teams.
• Support continuous improvement initiatives and experimentation (A/B testing, prompt tuning, routing changes, etc.).
• Contribute to governance and auditing processes for Generative AI and conversational experiences.

This role requires a strong blend of analytical thinking, operational expertise, and emerging AI fluency to drive measurable improvements in service delivery.

Requirements

Experience: 4 to 6 years

Shift Time: 01:00 PM to 10:00 PM IST

Must Have Skills:

• Google CCAI / Dialogflow
• Microsoft Excel
• SQL
• Power BI
• Salesforce (Service Cloud / Chat / Knowledge)
• Customer Engagement / Chat Platforms (e.g., LivePerson, Genesys, Salesforce Chat)
• Prompt Engineering / LLM Interaction Tools
• Workflow / Ticketing Systems