Speech Analytics Analyst at The CCS Companies

Document created by chulbert on Nov 20, 2017Last modified by chulbert on Nov 20, 2017
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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.

 

This position is located in either our Salem, NH or Portsmouth, NH office locations.

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:
  • Two to three years of experience working with speech analytics products.
  • A minimum of one year Business Analytics or Project Management experience.
  • 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.

 

Please contact me directly at CHulbert@ccsusa.com if you are interested in applying for this exciting opportunity!

 

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