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Job Description
Structured overview of role & requirementsAbout This Role
Analyze contact center customer interactions using speech analytics tools to identify trends, cost drivers, and key performance indicators.
Deliver actionable insights to improve customer service strategies and enhance customer acquisition, retention, and service performance.
Develop and maintain data trend reports and dashboards to monitor call trends, customer satisfaction, and agent performance; manage short-term team activities and possibly supervise less experienced staff.
Minimum Requirements
Comprehensive knowledge of contact center speech analytics or related discipline.
Experience in analyzing customer call data and delivering operational insights.
Work Experience Required: Not explicitly mentioned in the JD.
Location or notice period requirements: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Operates independently with ability to initiate own workload and manage specialized projects within defined operational scope.
Experience in leading or managing small teams of individual contributors in a contact center analytics environment.
Focused on professional excellence with capacity to improve day-to-day activities and processes through analytical insights.