Manager, Call Center Quality Speech Analytics

Version 1

    Job Description

    Manager of Quality Speech Analytics is responsible for the performance of a team of business data analysts with the goal of spending 60-70% of time evaluating results of speech analytics activities and communicating those results in compelling ways to business partners to support meeting all Member Services Organization (MSO) CSAT, contact reduction and sales goals, and 30-40% of time coaching, mentoring, developing, and monitoring productivity of Quality Speech Analytics team members. The Quality Speech Analytics Manager will leverage to support MSO operations and continuous improvement through using the data to identify and influence change management opportunities and activities.

    Business

    Sears Member Services Organization

    Job Function

    Analytics

    Employment Category

    Regular, Full-time

    Sears Req Type

    Salaried Exempt

    Responsibilities/Skills/Experience Requirements

    Job Duties/Responsibilities:      
    • Oversee the development and modification of Speech Analytics requirements and specifications with business and development teams, modifying as business changes dictate. Responsible for related team performance, tracking and reporting progress, and prioritization
    • Monitor existing metrics, develop and propose new metrics and work across the MSO to make actionable intelligence based on Speech Analytics available to business stakeholders
    • Oversee the design, implementation, and modification of reporting solutions enabling stakeholders to manage the business and make effective decisions. Oversee the design of specific queries used to test processes and find opportunities.
    • Validate the quality and integrity of data coming out of Structured Query Language (SQL) and Statistical Analysis System (SAS) including outlier analysis, data linking, missing variable treatment and data exploration
    • Create and present compelling speech analytics information to stakeholders to support project and change management principles and affect process improvements based on the speech data analytics.  Assist in developing training and implementation plans to ensure agents adhere to newly developed processes
    • Ensure the quality of customer experience by monitoring, coaching and providing feedback to speech analysts, Quality Assurance Team Managers, and Quality Assurance Representatives
    • Establish performance criteria for developing analysts to meet or exceed business and individual goals
    • Acknowledge performance through recognition, which may include team incentive programs with expected and actual results, provides feedback as needed, on a continuous basis and during scheduled evaluations
    • Develop and maintain positive, professional, and collaborative relationships with senior management, peers and subordinates and presents findings in both formal high-quality presentations and less formal communications
    • Performs supervisory functions, including but not limited to, making employment decisions regarding hiring, promoting, demoting, and terminating, conducting performance appraisals and coaching and developing associates

    Job Requirements:        
    • 5+ years Business Analytics, Leadership and Project Management Experience
    • Experience with at least one successful installation and deployment of speech analytics technology
    • Expert in Microsoft Suite and Microstrategy
    • Interpersonal skills and ability to interact and work with staff at all levels
    • Excellent written and verbal communication skills
    • Ability to develop staff and manage direct reports
    • Ability to pay attention to details and be organized
    • Commitment to internal client and customer service principles
    • Willingness to take initiative and to follow through on projects
    Preferred Skills/Experience:              
    • Experience working in large call center environment is a plus
    • Six Sigma process improvement and/or project management certification is a plus
    • Experience using Verint call capture and performance management system

    Years Experience

    5 - 10 Years Experience

    Preferred Minimum Education

    Bachelors Level Degree

    Travel Requirements

    None

    Location Address 1

    3333 BEVERLY ROAD

    Location City

    HOFFMAN ESTATES

    Location State

    IL

    Location Postal Code

    60179

    Country

    United States

    Payroll Location

    49090: MSO-Hoffman Estates

    Work-In Location

    49090: MSO-Hoffman Estates

    Work-In Address 1

    3333 BEVERLY ROAD

    Work-In City

    HOFFMAN ESTATES

    Work-In State

    IL

    Work-In Postal Code

    60179

    Employing Entity

    Sears, Roebuck and Co.

    EEO/EOE Footer

    Equal Opportunity Employer / Disability / Vet

     

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