Dell -  Voice Analytics Sr. Advisor

Document created by dianeeisbrenner on Oct 16, 2017
Version 1Show Document
  • View in full screen mode

Voice Analytics Business Analyst (I8)


We are seeking a Business Analyst for a new position who has the entrepreneurial mindset to contribute to our growth and profitability, and can work toward developing a fundamentally new approach to how business generates meaning and value from data. As part of the Business Intelligence team, you will be responsible for drilling down into large quantities of data and driving organizational change. This position is an opportunity to join a team which is making its initial foray into call center speech and desktop analytics. This position requires an energetic, proactive professional with strong analytical and report modeling skills.


Principal Accountabilities


Interacts with business leaders to understand business strategy, conditions and problem areas

Contributes to business strategy and influences decision making based on information gained from deep dive analysis

Produces actionable & compelling recommendations by interpreting, exploring, identifying and communicating insights discovered from complex data sets

Partners with both internal & external sources to gather and examine data from disparate sources with the goal of discovering previously hidden insights

Designs, develops and documents methods, processes and systems to consolidate and analyze unstructured data to generate actionable insights and solutions


Principal Responsibilities


Develops and applies a broad range of techniques and theories from statistics, machine learning, and business intelligence to deliver actionable business insights to customers based on large-scale data

Works under little to no supervision with internal and external teams to understand customer requirements

Leads and performs end-to-end steps involved in model development, while establishing subject-matter expertise in key horizontal or vertical themes

Executes preliminary data exploration, data preparation steps and variable/algorithm selection as well as model development/validation and scoring

Independently develops and drives testing of algorithms' efficacy for differing analytical use-cases

Leads definition of project use-cases, scope definition, and ongoing interaction with external customers to provide status updates and shares analytical insights

Leads the presentation of project outputs to external customers without assistance

Collaborate with internal teams to educate internal customers on analytics offerings while leading discussions by presenting on analytics service offering and technology stack

Contributes to partnerships & relationships with third parties by developing/testing vertical/horizontal analytical solutions







- Contact Center Background

- Voice Analytics Experience (preferred)

- Well versed in Dell Contact Center Operations

- Appropriate mathematical knowledge

- Strong statistical analysis skills

- Ability to engage in multiple initiatives simultaneously

- Technical writing skills

- Familiar with database query strings

- Knowledgeable in call center metrics

- Ability to draw correlations, identify root causes, and summarize results for stakeholders


Minimum Qualifications

- 3 to 5 years in an analytical or reporting capacity with solid exposure to BA/PM technique


- B/A or B/S; in business or technical field preferred


- Must be proficient in Microsoft Suite, specifically Excel; pivot tables, V-lookups, formulas and importing of data


- Consider yourself a true champion for change, challenging the status quo by recognizing opportunities to improve and successfully communicating and executing on recommended corrective actions


- Proven ability to work independently and efficiently under aggressive deadlines


If interested, please apply at  req number R11991