Senior Operations Analyst

Jobtailor; Pune District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Jobtailor in Pune, India is seeking a Senior Operations Analyst to analyze, optimize, and scale Farmers’ messaging and conversational AI ecosystem across chat, SMS, and messaging platforms.

You will identify trends, measure AI performance, and collaborate with Knowledge Management and cross‑functional teams to improve content, routing, and agent effectiveness, delivering actionable insights and KPI dashboards.

Qualifications

• 4 to 6 years of experience in operations analytics or related field.
• Ability to work in IST evening shift (1:00 PM–10:00 PM).

Responsibilities

• 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.

Skills

Analytical thinking

Problem solving

Communication

Collaboration

Continuous improvement mindset

Tools

Google CCAI / Dialogflow

Microsoft Excel

SQL

Power BI

Salesforce (Service Cloud / Chat / Knowledge)

LivePerson

Genesys

LLM Interaction Tools

Job 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.

Responsibilities

• 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.

Requirements

• 4 to 6 years of experience.
• Shift time 01:00 PM to 10:00 PM IST.

Key Skills

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

Core Competencies

Demonstrates expertise in analyzing and optimizing conversational AI ecosystems, with a strong focus on performance evaluation, reporting, and cross-functional collaboration to enhance customer engagement and service delivery.

Qualifications & Tools

• Conversational AI Analysis
• Data Analysis
• Performance Evaluation
• A/B Testing
• Routing Strategy Optimization
• KPI Development
• Content Gap Analysis
• Customer Engagement Optimization
• Trend Identification
• Operational Expertise
• Analytical Thinking
• Collaboration
• Communication
• Problem Solving
• Continuous Improvement Mindset
• Generative AI
• AI Performance
• Customer Experience
• Service Operations
• Knowledge Management
• Chat Platforms
• Messaging Platforms
• Virtual Agent Solutions
• Workflow Systems
• Ticketing Systems