Job Description - Analyst

File uploaded by ohmela.seegolam Expert on Jan 29, 2018
Version 1Show Document
  • View in full screen mode

Job Title:      Analyst – Speech Analytics Solutions

Department: Marketing Call Center

 

Holiday Inn Club Vacations is searching for individuals who excel in their role, and are committed to delivering an exceptional experience for our guests, owners, and team members.  We look for individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust, and respect, encourage success and build relationships?  We’re looking for people like this to join our friendly, engaged, professional team.       

 

POSITION DESCRIPTION:

This full-time position, a critical role in the fast-growing Professional Services group, is accountable for analysis of customer conversations/interactions utilizing an advanced speech analytics solution. Responsibilities include understanding the call center’s business objectives and goals, analyzing recorded audio and audio-based data sets for critical insights, patterns, and trends as well as communicating analysis and proposing solutions to the call center.

 

This role is perfect for a rising-star do-what-it-takes highly disciplined self-starter with solid collaboration & communication skills who thrives on data, language, and technology. The ideal candidate must possess strong analytical skills, root-cause analysis and attention to detail. Day-to-day responsibilities include requirements gathering, definition and documentation and identification and creation of words and phrases that are used to drive business value utilizing the speech analytics solution.



1.Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environment. Make recommendations and define data strategies that solve critical business problems. Develop and track performance metrics to monitor, measure, and report on effectiveness and goal attainment leading to continuous improvement of user experience and overall Return on Investment (ROI).
2.Own on-time accurate quality delivery of analysis and reports/visualization in tight alignment with specified analytical objectives and/or ROI utilizing best practice speech analytics methodologies.  Package and deliver key findings and briefings. Proactively identify opportunities for operations optimization based on performance indicators.  Comprehend different data relationships and exhibit the ability to extract information from key data sources

 

3.Collaborate & communicate effectively with internal Program Manager, as well as business sponsor executives and stakeholders. Contribute to business value knowledge-base and accurate support hand-offs. Construct formal documents in PowerPoint and Excel to articulate the approach as well as all stages of assessments and evaluations.  Perform Ad-hoc data analysis to facilitate business decision-making analytics.  Assist in data gathering and organization to further complex reporting and analytics.

 

This job description in no way states or implies that these are the only duties to be performed by the employee in this position.  It is not intended to give all details or a step-by-step account of the way each procedure or task is performed.  The incumbent is expected to perform other duties necessary for the effective operation of the department.

 

SUPERVISORY RESPONSIBILITIES

This position does not have supervisory responsibilities

EDUCATION and/or EXPERIENCE

  • Business Analytics and/or Business Analysis background desired (1-3 years total professional experience)
  • Bachelor degree in Computer Information Systems, Computer Science or Linguistics desired.
  • Call center or operational experience a plus.

QUALIFICATIONS & REQUIREMENTS

  • Experience in preparing written project status reports and executive briefings.
  • Experience in speech analytics/speech recognition a plus.
  • An interest in languages, writing and/or reading is a plus.
  • Must have excellent written and verbal communication skills.
  • Must be able to read/write/speak the English language, Spanish a plus.
  • Understand written/oral instruction.
  • Must be able to work a variable schedule, including evenings and weekends, based on call center needs.
  • Must be proficient in Word, Excel and data base programs.
  • The ideal candidate will thrive on change and possess an inquisitive mind.

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms; and talk or hear. The employee may be required to walk and stop.  The employee must frequently lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

WORKING CONDITIONS:

The Analyst will work in a call center environment with a constant buzz of conversation created by other agents and other telemarketing departments.

WORK SCHEDULE/HOURS

The Marketing Call Center is a seven (7) day a week operation.  The work schedule will be based upon business needs.

This job description in no way states or implies that these are the only duties to be performed by the employee in this position.  It is not intended to give all details or a step-by-step account of the way each procedure or task is performed.  The incumbent is expected to perform other duties necessary for the effective operation of the department.

Please Apply: https://re22.ultipro.com/ORA1000/jobboard/JobDetails.aspx?__ID=10726&__VT=ExtCan

 

Outcomes