FBS-Senior Operations Analyst

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 will focus 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. 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 Competitive compensation and benefits package: Competitive salary and performance-based bonuses Comprehensive benefits package Career development and training opportunities Flexible work arrangements (remote and/or office-based) Dynamic and inclusive work culture within a globally renowned group Private Health Insurance Pension Plan Paid Time Off Training & Development Note: Benefits differ based on employee level. About Capgemini Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group €22.5 billion in revenues in 2023. https://www.capgemini.com/us-en/about-us/who-we-are/