12007-Solution Manager, Speech Analytics position open at SiriusXM - Washington DC

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    Position Summary:

    Program Manager accountable for analysis of customer conversations/interactions utilizing an advanced speech analytics solution. This person will develop analytics and modeling to drive strategy design for quality, operations, marketing and voice of the customer. Collaborate with cross-functional business teams to interpret and utilize voice analytics to drive effective business improvements and efficiencies.

    Duties and Responsibilities:

    • Build a culture around Speech Analytics.
    • Manage program focus to support business objections and goals.
    • Provide speech analytics guidance to the business for the development, design and implementation of new and on-going initiatives.
    • Develop and track performance metrics to monitor, measure and report on effectiveness and goal attainment leading to continuous improvement and overall Return on Investment.
    • Proactively identify opportunities for operation optimization.
    • Manage multiple request across cross functionally project teams setting timelines, follow up actions and communication of results.
    • Utilize speech analytics business intelligence tools and underlying data with other Operation data source to monitor, summarize and inform leadership about internal processes and trends.
    • Participate in process improvement activates to meet evolving analytics requirements.

    Supervisory Responsibilities:

    • Manage team of data analysis.

    Minimum Qualifications:

    • Bachelor's Degree in Business, Marketing, Economics and Statistics or other quantitative oriented fields or equivalent experience.
    • 1 to 3 years' experience including; Experience in advanced speech analytics and data mining and modeling.
    • Expert knowledge of speech analytics best practices.
    • Understanding of customer care analytics, functions and processes.
    • Experience in dialog modeling, natural language generations, signal processing, machine learning and/or speech recognition.
    • Strong working knowledge of analytic research (primary and secondary) to support strategic planning. - Experience in performing, interpreting and explaining analysis using multiple methodologies. (E.g. Response analytics, ROI analysis, segmentation analysis, customer profiling).
    • Effective problem solver as demonstrated be the ability and willingness to approach complex problems from different angle.

    Requirements and General Skills:

    • Good public speaking and presentation skills.
    • Interpersonal skills and ability to interact and work with staff at all levels.
    • Excellent written and verbal communication skills.
    • Ability to work independently and in a team environment.
    • Ability to pay attention to details and be organized.
    • Ability to project professionalism over the phone and in person.
    • Commitment to internal client and customer service principles.
    • Willingness to take initiative and to follow through on projects.
    • Spelling, grammar, proofreading and editing skills.
    • Creative writing ability.
    • Strong interest in current events and pop culture, as related to assigned channels / programs.
    • Comfortable working with talent, artists and high profile individuals.
    • Excellent time management skills, with the ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment.
    • Must have legal right to work in the U.S.

    Technical Skills:

    • Thorough knowledge of MS-Office Suite (Word, Excel, PowerPoint, Access).

    Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled.

    The requirements and duties described above may be modified or waived by the Company in its sole discretion without notice.