Senior Executive - Interaction Analytics

Role & Responsibilities:

• Analyze recorded audio, transcripts and associated data to support contact center operations with deep insights on KPI performance and trends to help improve customer experience and other metrics

•      Responsible for creation of business specific rules, alerts, presentations, and dashboards leveraging speech / text analytics platforms

•      Employ statistical knowledge to develop relevant actionable insights

•      Plan, design and present clear, concise, effective reports and presentations using non-technical language

•      Work closely with internal/external teams to define reporting/insight needs and follow through with strategic partners/stakeholders under minimal supervision/guidance from leads

KNOWLEDGE AND SKILLS 

• Ability to monitor and analyze calls/chats/surveys to conduct root cause analysis and derive insights

•      Strong analytical, conceptual, and problem-solving abilities

•      Should be an Ops SME in the respective domain

•      Ability to meet task deadlines and objectives

•      Good communication and interpersonal skills

•      Knowledge of basic excel, power point and reporting

•      Ability to work as part of a team / independently

•      Should be willing to work in rotational shifts and travel if required