# FBS-Senior Operations Analyst

**Company**: Capgemini
**Location**: Hyderabad, Telangana
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Consulting
**Wikidata**: https://www.wikidata.org/wiki/Q1034621

**Apply**: https://jobs.workable.com/view/esiPpts36wMoB4QSuT2QMU/hybrid-fbs-senior-operations-analyst-in-hyderabad-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_bb1d9a16-a31

## Description

The Knowledge Management & Messaging team supports enterprise-wide service delivery by optimizing knowledge content, conversational experiences, and messaging channels across Farmers.

The Senior Operations Analyst will play a critical role in analyzing, optimizing, and scaling Farmers’ messaging and conversational AI ecosystem.

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.

## Skills

### Required
- Google CCAI / Dialogflow
- Microsoft Excel
- SQL
- Power BI
- Salesforce (Service Cloud / Chat / Knowledge)
- Customer Engagement / Chat Platforms
- Prompt Engineering / LLM Interaction Tools
- Workflow / Ticketing Systems

---

Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/esiPpts36wMoB4QSuT2QMU/hybrid-fbs-senior-operations-analyst-in-hyderabad-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)