Job Description : BI Manager - Service Analytics

BI Manager - Service Analytics
Location: Noida || Level: Manager
Department: Customer Service & Operations Analytics

About the Role
Lead service analytics across customer support, AI service agents, and vendor operations. Deliver CXO insights on C-Sat, NPS, resolution efficiency, and service cost optimization to enhance customer experience at scale.

About Tata 1mg

Tata 1mg is India’s leading consumer healthcare platform. It aspires to be the trusted health partner for all Indians, with a mission to make healthcare accessible, understandable, and affordable.Leading the chart across e-pharmacy, e-diagnostics, e-consulting, and offline stores, Tata 1mg is also one of the most preferred pharmacy and diagnostic partners for leading hospitals in India. The platform enables consumers to learn more about their medicines and find cost-effective substitutes. Tata 1mg is driven by the spirit of public service, with a vision to empower Indian consumers and caregivers to choose the most appropriate healthcare services at the best possible prices.

Know more about us:https://www.1mg.com/aboutUs

• Build unified service dashboards tracking C-Sat, NPS, AOR/IPO, resolution TAT, cost/ticket

• Deep-dive C-Sat drivers, interaction reduction opportunities, AI vs human resolution variance

• Identify service funnel bottlenecks and repeat interaction patterns

• Partner with Service Ops, Product, and Tech to prioritize AI scale-up and vendor governance

• Automate recurring analyses; enable real-time course correction for service SLAs

• Track campaign impact on service metrics and cross-sell opportunities

What We're Looking For

• 3-5 years in customer service analytics, CX analytics, or service ops (healthtech/e-commerce)

• Advanced skills in Tableau/Power BI for customer journey visualization

• Expertise analyzing C-Sat/NPS drivers, service funnel leakage, agent productivity

• Strong SQL, Python/R for text analytics and service data processing

• Experience with AI chatbots, IVR systems, or multi-channel service operations

Impact: Improve C-Sat by 15+ points while reducing service costs 20% through AI and process optimization.

Why Join Us

Tata 1mg offers one of the most exciting and high-growth environments to work in. You get the opportunity to work on business-critical programs while enjoying the best of both worlds—a trusted Tata legacy brand combined with the speed and innovation of a fast-growing technology-driven organization. The leadership at Tata 1mg is committed to building a strong, inclusive, and high-impact workplace.

Disclaimer

Tata 1mg is proud to be an Equal Opportunity Employer. All employment decisions at Tata 1mg are made without discrimination, harassment, or bias on the basis of age, color, physical ability, ethnic origin, nationality, religion, gender, marital status, family status, sexual orientation, or any other legally protected status. Employment decisions are based solely on business needs, job requirements, competence, and merit.