Strategic Business Insights Manager
1 semana atrás
Job Overview
We are seeking a highly skilled and accomplished Strategic Business Insights Manager to oversee the performance of our Quality speech analytics category design and leverage tools to develop solutions for contact centers. This individual will work cross-functionally with various groups internally and externally, collaborating and synthesizing analyses to execute scorecards effectively.
Daily Responsibilities
The position will be responsible for extrapolating data, developing queries, ensuring standardization of external files, leading projects that relate directly to the speech analytic platform, and making recommendations for the company's betterment. As a Senior Insights Analyst in this project, your daily responsibilities will include:
- Ability to understand the organization's business objectives and goals, analyzing recorded audio and audio-based data sets for critical insights.
- Works with IT to address problems with automated processes that support the speech analytic platform.
- Provides ongoing speech category design.
- Serves as a subject matter expert, providing knowledge and assistance in the areas of Process Improvement, Change Management, and data analysis for the Speech Analytics Quality platform.
- Ability to determine opportunities through analysis of current or future trends.
- Weekly/monthly reporting to management and business units.
Requirements
To succeed in the role, you will need to have:
- Skills with CallMiner, Nexidia, NICE, Verint, or other speech analytics packages required.
- Highly disciplined self-starter with solid collaboration & communication skills.
- Advanced skills in Microsoft applications such as Excel (charts, formulas, macros), PowerPoint, and Visio.
- Some experience with Lean or Six Sigma is a plus.
- Dealing with comprehensive reporting requirements is a plus.
- Microsoft Project knowledge, or experience with comparable project-tracking software is a plus.
- Orientation for detail, coupled with organizational and Project Management skills.
- Ability to multi-task, respond well to pressure and deadlines, and work well individually and in a team environment.
Compensation
This position offers a competitive salary of $120,000 - $150,000 per annum, depending on experience.
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