About the role

As a Shift Manager - Speech Analytics at ALORICA TELESERVICES, INC., you will be responsible for leading a team of speech business analysts professionals. This full-time role is an excellent opportunity to apply your speech analytics expertise and drive performance improvements through the use of speech analytics technology.

What you'll be doing

Oversee the daily operations of a team of speech business analysts professionals, ensuring efficient and effective service delivery Use speech analytics tools to monitor and evaluate agent performance, identify training needs, and implement quality improvement initiatives Provide coaching and mentoring to business analysts, helping them develop their skills and reach their full potential Collaborate with the broader customer service management team to develop and implement strategies for enhancing the customer experience Ensure adherence to company policies, procedures, and regulatory requirements Generate and analyze performance reports, using data to drive decision-making and continuous improvement

What we're looking for

Significant experience in a customer service management role, preferably in a call center environment Proficiency in using speech analytics software and tools to monitor and improve agent performance Excellent communication and interpersonal skills, with the ability to motivate and develop a team Strong problem-solving and decision-making abilities, with a focus on driving continuous improvement Familiarity with call center operations, quality assurance, and regulatory requirements Proven track record of achieving key performance indicators and driving results

 

Main responsibilities we should focus on:

People management- Previous experience managing teams of up to 4 and project management during a WFH set up Ability to construct and frame narrative in story telling Reporting and design of process

Required skills: 

People managementData Analytics Speech AnalyticsProblem SolvingSelf initiative Organizational skillsAbility to effectively communicateExcel, PPTPowerBI