FBS Senior Operations Analyst
Capgemini
FBS Senior Operations Analyst
Capgemini· Support Functions
About this role
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
Frequently Asked Questions
Is the salary disclosed for the FBS Senior Operations Analyst position at Capgemini?
The salary for this FBS Senior Operations Analyst role at Capgemini is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the FBS Senior Operations Analyst position at Capgemini located?
This FBS Senior Operations Analyst role at Capgemini is based in Hyderabad, Telangana, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the FBS Senior Operations Analyst role at Capgemini full-time or part-time?
This is listed as a Full time position. It is posted as a FBS Senior Operations Analyst role in the Support Functions department at Capgemini.
Which team or department does the FBS Senior Operations Analyst at Capgemini belong to?
This FBS Senior Operations Analyst position is part of the Support Functions department at Capgemini. See the full job description for more information about the team structure and responsibilities.
How do I apply for the FBS Senior Operations Analyst position at Capgemini?
Click the "Apply Now" button on this page. You will be redirected to Capgemini's official application portal hosted on workable where you can submit your application directly.
When was the FBS Senior Operations Analyst job at Capgemini posted?
This FBS Senior Operations Analyst position at Capgemini was posted on Jul 13, 2026. Apply as soon as possible — early applications are often reviewed first.
FBS Senior Operations Analyst
Capgemini
You'll be redirected to Capgemini's official application page on workable.