Join Deloitte Touche Tohmatsu India LLP as a Senior Consultant in Customer Experience, based in Bangalore. This role focuses on enhancing customer interactions by leveraging advanced data and analytics to drive business decisions. We are seeking an individual passionate about transforming customer service through insightful reporting and strategic analysis.

Deloitte's Customer team is dedicated to supporting clients through significant changes, ensuring they are equipped to navigate challenges and achieve future goals. This position offers an excellent opportunity to contribute to impactful projects within a dynamic consulting environment.

Key responsibilities include designing, developing, and maintaining comprehensive Excel/HTML dashboards and reports. You will collaborate closely with stakeholders to translate business needs into effective MI solutions, ensuring adherence to reporting SLAs. The role also involves implementing data governance and security measures, troubleshooting data accuracy, and preparing essential process documentation.

Furthermore, you will be expected to identify opportunities for automation and performance improvements within MI reporting processes. Effective communication and stakeholder management are crucial for success in this role.

The ideal candidate will bring 6 to 9 years of experience in delivering MI reporting within a contact center setting, possessing strong knowledge of contact center operations and WFM KPIs. Advanced proficiency in Excel and VBA is essential, alongside excellent problem-solving and communication skills.

Experience with SQL/BQ for query optimization, ETL processes, and Python scripting is highly valued. Familiarity with BI tools such as Power BI, QlikView, or Looker will be considered an added advantage. A relevant educational background including MCA, M.Tech, MBA, B.Tech, BBA, BSC, BE, or B.Com is required.