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Metro location, mid-level analytics role and broad skills increase candidate competition.
Analytics skills transferable broadly but speech/contact-center domain knowledge increases sector specificity.
No explicit years but domain-specific speech analytics and contact-center experience likely required.
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Analyze contact center customer interactions using speech analytics tools to identify cost drivers and key performance indicators.
Deliver actionable insights to develop customer service strategies that improve customer acquisition, retention, and service.
Develop and maintain data trend reports and dashboards monitoring call trends, customer satisfaction, and agent performance; may supervise less experienced professionals and manage short-term team activities.
Work Experience Required: Not explicitly mentioned in the JD.
Experience with speech analytics tools and contact center data analysis required.
Ability to work independently, generate own workload, and potentially supervise junior staff.
Not explicitly mentioned: mandatory degree, notice period, or location requirements.
Experienced in operational analytics within contact centers focusing on customer experience improvement.
Capable of managing and overseeing short-term operational activities and leading small teams of individual contributors.
Proficient in creating data-driven reports and dashboards to provide actionable insights for service strategy enhancement.