Interaction Analytics Analyst II

Contact Center Speech Analytics work is focused on analysis of contact center customer interactions to improve and enhance customer experience including:
Analyzing customer call data using speech analytics tools and spot trends/patterns to identify cost drivers and key performance indicators
Delivering actionable insights to develop customer service strategies for improved performance in acquiring, retaining, and servicing customers
Developing and maintaining data trend reports/dashboards to understand call trends, customer satisfaction, and call center agentsperformance
Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates. Executes specialized projects and activities and typically works according to set principles. Usually generates and initiates own workload and doesn''t need instructions or guidelines. Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product. Positions at this level are expected to significantly improve the day-to-day activities/processes.

Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level delivers their share of professional responsibilities focusing on professional excellence. Typically manages a team of Individual Contributor co-workers.