The CCS Companies

Speech Analytics Analyst

US-Norwood, MA / Salem, NH / Portsmouth, NH
Job ID
2017-2146
# of Openings
1
Category
Other

Overview

Exciting opportunity to manage and enhance the use of a speech analytics solution for multiple call centers of a large and successful Business Process Outsourcing company based in New England. The Speech Analytics Analyst will collaborate with Operations to interpret and utilize data analytics/modeling and speech text analytics that will drive execution, using the data to support multiple initiatives.

Responsibilities

ESSENTIAL FUNCTIONS:

  • Develop and track performance metrics to monitor, measure, and report on effectiveness and goal attainment leading to continuous improvement of user experience and overall Return on Investment (ROI).
  • Proactively identify opportunities for operations optimization based on performance indicators.
  • Occasional local travel to other offices may be required.
  • Perform other tasks as assigned by management.

Qualifications

QUALIFICATIONS:

  • Two to three years of experience working with speech analytics products.
  • A minimum of one year Business Analytics or Project Management experience.
  • Experience with at least one successful installation and deployment of a speech analytics tool in a large organization.
  • Experience with CallMiner required.
  • Excellent communication skills.
  • Ability to educate and train stakeholders.
  • Entrepreneurial mindset with the flexibility to thrive in a changing environment .
  • Effective problem solver as demonstrated by the ability and willingness to approach complex problems from different angles.
  • Confident team player with conflict resolution skills and ability to work effectively in a fast-paced and complex environment across all levels of the organization..
  • Experience working in large call center environments is a plus.
  • Knowledge of VM Ware is a plus.

EDUCATION REQUIREMENTS:

  • Bachelor’s Degree Preferred.

 

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