Speech Software Analyst in Charlotte, North Carolina at AccruePartners

Date Posted: 10/19/2019

Job Snapshot

Job Description

THE TEAM YOU WILL BE JOINING:

  • $6B market Leader with national presence in the services industry
  •  Fortune 500 company operating over 900 locations across North America, employing 14,000 people
  • Forward thinking organization committed to implementing cutting edge technology and resources to support growth


WHAT THEY OFFER YOU:

  • Executive Leadership that is highly engaged offering both experience and knowledge
  • Dynamic employees with great moral, low turnover and growth opportunities
  • Great opportunity to contribute at both strategic and tactical levels
  • Excellent benefits and work environment – company voted one of America’s Top Employers

WHY THIS ROLE IS IMPORTANT: 

  • Create standard and generate ad-hoc reports utilized in the decision making process within the call center environment.
  • Working with many sets of data (EDW, Calabrio, CUIC) in an undefined environment and suggesting ways and methods of improving the efficiency of call center operations as well improvements in customers’ experience
  • Assessment of data and generation of related hypotheses and recommendations. Identification of patterns and exploring probable rationale for the occurrences of anomalies
  • Leadership reports on the condition of the care centers speech to text and quality assurance management based upon findings in the data
  • Communications to center leadership explaining key aspects of center performance and deviations from expected results
  • Lead the software implementation and manage the process integration and system data management during the initial roll out phase. Post-implementation, lead the additional component projects along with managing various ad hoc projects as required.

THE BACKGROUND THAT FITS: 

  • 3 plus years of business analytics experience required
  • Superior data analytic skills and other statistical techniques (correlation, cluster, multivariate)
  • Familiarity with Speech to Text analytics preferred
  • Project management experience preferred
  • High level of proficiency within Excel/ Access or similar tools.
  • Calabrio, Cognos, and Tableau experience desirable.
  • Ability to work in a decentralized fast-paced, and dynamic organization