Job/Org Summary:
What you'll be doing…
We are seeking for candidate with a constant drive to uncover the underlying ‘why; behind the ‘what’ demonstrating a deep curiosity and analytical mindset to understand the root causes and implications of data and trends.
This critical position is responsible for creating roadmaps and strategy-based customer channel insights and analytics to deliver commitments for experience, growth and revenue, development, and execution of customer service executive dashboards.
This role will also represent Customer Channels in many cross functional meetings and ensure the needs of the team are incorporated as new KPIs, reporting, products, tools, and technology are introduced. They will assist with complex data requests across various groups. Strong analytical mindset, excellent communication, storytelling skills and deep understanding of customer service, agent performance, IVR, Chatbot and NLP Processing to serve as subject matter expert for the data in the reports and analysis. Area of expertise (Skills)What we're looking for…
Resource Management: Oversees the effective allocation and utilization of organizational resources to meet project objectives and business goals. Managing schedules and optimal productivity.
Verint Speech Analytics NLP Modeling: Analyze chat and call transcripts to identify trends, patterns, and customer sentiment. Develop and apply natural language processing (NLP) techniques to extract key information and insights from unstructured text data. Conduct qualitative research, groups, to gather insights into customer behavior, market sentiment, and emerging trends.
Qualtrics and JDPower Analysis: Analyze large datasets from surveys and other sources to identify trends, patterns, and key insights. Plays a crucial role in collecting, analyzing, and interpreting data to provide actionable insights
Predictive Modeling: Develop and apply statistical models and techniques to extract meaningful information from complex data. Develop and maintain accurate forecasting models using statistical techniques and data analysis tools. Analyze historical data, trends, and industry benchmarks to identify patterns and make informed predictions.
Data Management for key metric and performance-- Interaction analytics supporting Operations, GTC and ROI analysis. Responsible for .com funnel and traffic conversion for sales chat teams across brands. CV and forecast development of key KPIs and targets in sell, serve, and save model
Enable performance accountability through call flow, coaching and performance programs and tools leveraging AI and automation.
Collaboration-- Collaborate cross functionally and build relationships with teams including: Finance, Operations, Marketing, Verizon Global Services/GTS, HR and additional Verizon departments to accomplish goals. Forecast/modeling of revenue and retention efforts in partnership with Finance. Collaborate on the design, development, maintenance, and delivery/presentation of predictive models, metrics, reports, analyses, and dashboards to develop actionable insights to drive key business decision
Strategic Initiatives-- Drive strategic initiatives by identifying opportunities, creating hypotheses, executing analyses, and translating data into meaningful actionable insights and recommendations to enhance advertising effectiveness. Ensure leadership gain business insight for decision-making and minimize overall report burden.
Executive-Level Presentations-- Develop and deliver executive-level presentations and perspectives, effectively communicating insights and recommendations to senior leadership, cross channel stakeholders to frontline agents
Narrative-building capability to prioritize and synthesize diverse data sets into a coherent, connected, contextually rich and compelling plan. Utilize visual storytelling techniques to enhance the impact of presentations, ensuring clarity and engagement
Project management skills-- Responsible for insight request intake process, tracking and reporting progress
Other Skills and Experiences (Min)
You'll need to have
Bachelor’s degree or equivalent experience
10+ years sales and/or service-related experience with large, diverse teams
Advance skills with text analytics(Natural LanguagePprocessing) tools like Verint, Qualtrics, Medallia etc
Advance skills in excel for data manipulation and analysis (Vlookup, Hlookup, Macros etc)
Data visualization to create clear and compelling data story to communicate insights (GSuite)
Strong knowledge of BI tools Tableau, Power BI, QlinkView, or Looker
Proven accomplishments in process improvement, process design
Proven operational experience with large scale projects