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