Client Reference Code: 210790
Want to work on a team focused on transforming Quality and Customer Experience across the enterprise? Join a team that is transforming the way we operate through cutting edge business intelligence. The Quality & VOC team leverages state of the art Nexidia Speech technology, Quality Central and NPM to unlock hidden insights. The team builds speech studies, automated quality programs, business intelligence insights and performance management mechanisms designed to support enterprise Quality, Voice of the Customer and Performance Coaching.
The Manager of Listening Analytics is responsible for identifying root cause in targeted call listening studies, publishing topical calls to various call libraries, leading speech analytics tuning call listening session and performing research across thousands of calls. This position will lead the team across multiple call centers that support multiple lines of business to evaluate agent performance against clearly defined business objectives and processes that impact the company, agent and customer experience. Responsible for Program and Quality Team Performance deliverables including the Quality Organization Performance Development, Program Governance, Quality Program Certification and Communication with Key Stakeholders. In this role the manager of Listening Analytics is responsible for overseeing the delivery of transparent program results including delivering business and customer experience insights. The leader will leverage speech analytics technology, coaching software and other solutions to design automatic quality processes and targeted call listening studies.
The leader will also be responsible for all SOPs, designing analyst training, and building repeatable analytics models.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience across all lines of business.
Monitor overall quality trends across the Call Center Operations organization including CARE Billing and Repair, Inbound Sales, Retention and SMB LOB, identify improvement opportunities, assess root cause, and deliver continuous improvement efforts that enhance the performance of Charter’s Call Center organization.
Lead: The team that owns call listening analysis at Charter needs a leader who has seen some failures and has opinions about the right way to build analytics products.
Manage: Be responsible for the growth and happiness of your team.
Respond: All of our teams are hungry for insights. You’ll sit down with stakeholders and field a variety of requests. This may be pointing someone to the answer, teaching them how to fish, or ticketing a large project for later.
Teach: Call listening analytics is a continuous process for the analysts. This role will guide and mention our talented staff.
Design: Thoughtful architecture and careful planning is how we maintain steady delivery.
Learn: Working with state of the art speech analytics technology means being exposed to new things, so expect to be challenged.
3+ years leading an analytics function
3+ years of call center experience
Ability to analyze and interpret data
Advance Excel, PowerPoint and Word
1+ years Tableau, Microstrategy or other data visualization technologies
Excellent problem solving, quantitative and analytical skill
In depth technical knowledge and ability to learn new technologies
Experience with project management, scheduling and planning
Team player, excellent communication skills
Must be able to interact with senior management and collect requirements
Must be able to lead a team, use judgment and operate under ambiguity
Motivated, self starter, strong work ethic
BS in Mathematics, Economics, Computer Science, Information Management or Statistics
2+ years of Speech Analytics Experience
Knowledge of the cable industry – products and services
Travel required to multiple sites 10%
Charter Communications is an Equal Opportunity Employer – Minority/Female/Veteran/Disability
Job Code : TWCBDA515 Mgr, Client Analytics Exempt
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