Customer Service Performance, Interaction and

3 weeks ago


Manchester, United Kingdom Page Personnel Secretarial & Business Support Full time

A great opportunity has arisen for a Customer Service Performance, Interaction and Speech Analyst to manage and maintain the speech analytics strategy, design, and system implementation.

**Client Details**

Our client, operating from Manchester and London, is a market leading not for profit business. Due to continued growth, they are looking for a Customer Service Performance, Interaction and Speech Analyst

**Description**

Duties of the Customer Service Performance, Interaction and Speech Analyst:

- Implementation and leading of speech analytics system with category design and management. Continually improve quantitative and qualitative analysis of speech interactions alongside development of appropriate communication and reports to drive improvementsacross customer service processes, customer satisfaction, quality of interactions, reputation, and greater efficiency.
- Support operational management and monitoring of telephony call flows and digital contacts, infrastructure, and associated logins.
- Liaising with stakeholders to scope, design and develop timely appropriate management information performance reports with meaningful insight through multiple data sources and systems (excel, power bi, puzzle telephony, WFM, dynamics d365).
- Stakeholder engagement. Partnering across the management team to understand requirements and designing appropriate solutions.
- Manage and maintain the speech analytics strategy, design, and system implementation. Responsible for creating categories and generating insight to drive customer satisfaction and process improvement.
- Responsible for scope, design and implementation of performance and speech reports across the customer service directorate to provide accurate, reliable, and timely analysis to identify areas for improvement.
- Support of the Omnichannel (telephony and digital contact) system in order to provide maximum performance and availability of services for staff, customers, and partners.

**Profile**
- Significant data analysis experience with strong statistical problem solving and analytical skills
- Experience using a speech platform, ideally Verint, in a customer insight role to drive performance
- Proven verbal and written communications skills and able to develop and influence relationships
- Data warehouse, SQL experience
- Speech analytics design, process, system, and analytics experience

**Job Offer**

The salary on offer is £35k - £40k

Manchester or London location


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