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. RequirementsExperience- 4 to 6 yearsShift Time- 01:00 PM to 10:00 PM ISTMust 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

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.

Requirements

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

Get the future you want At Capgemini, we are driven by a shared purpose: Unleashing human energy through technology for an inclusive and sustainable future.Technology shapes the way we live our lives. How we work, learn, move and communicate. That means our technology expertise, combined with our business knowledge, does more than help you transform and manage your business. It can help you realize a better future and create a more sustainable, inclusive world.It’s a responsibility we don’t take lightly. That’s why, since our inception more than 50 years ago, we have always acted as a partner to our clients, not a service provider. A diverse collective of nearly 350,000 strategic and technological experts across more than 50 countries, we are all driven by one shared passion: to unleash human energy through technology.As we leverage cloud, data, AI, connectivity, software, digital engineering, and platforms to address the entire breadth of business needs, this passion drives a powerful commitment. To unlock the true value of technology for your business, our planet, and society at large. From advancing the digital consumer experience, to accelerating intelligent industry and transforming enterprise efficiency, we help you look beyond ‘can it be done?’ to define the right path forward to a better future.

Get the future you want

At Capgemini, we are driven by a shared purpose: Unleashing human energy through technology for an inclusive and sustainable future.

Technology shapes the way we live our lives. How we work, learn, move and communicate. That means our technology expertise, combined with our business knowledge, does more than help you transform and manage your business. It can help you realize a better future and create a more sustainable, inclusive world.

It’s a responsibility we don’t take lightly. That’s why, since our inception more than 50 years ago, we have always acted as a partner to our clients, not a service provider. A diverse collective of nearly 350,000 strategic and technological experts across more than 50 countries, we are all driven by one shared passion: to unleash human energy through technology.

As we leverage cloud, data, AI, connectivity, software, digital engineering, and platforms to address the entire breadth of business needs, this passion drives a powerful commitment. To unlock the true value of technology for your business, our planet, and society at large. From advancing the digital consumer experience, to accelerating intelligent industry and transforming enterprise efficiency, we help you look beyond ‘can it be done?’ to define the right path forward to a better future.