Manager, Speech Analytics and Insights
Tasks
- Aggregate complex data for executive visual stories
- Collaborate on insight to improvement initiatives
- Create dashboards and presentations
- Define ai roadmap for call center
- Define success metrics and measure outcomes
- Evolve voice of the customer programs
- Explore automation for customer sentiment
- Identify call center analysis opportunities
- Lead and mentor voice of the customer insights analysts
- Manage call monitoring vendor relationships
- Prepare stakeholder briefing materials and demos
- Track ai initiative impact over time
Perks/Benefits
- N/A
Skills/Tech-stack
AI roadmap | Call Center | Call center analytics | Customer Experience | Customer sentiment | Customer sentiment analysis | Dashboards | Data Visualization | Journey Mapping | Microsoft Excel | Microsoft PowerPoint | Sentiment Analysis | Storytelling | Voice of the Customer
Education
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