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Director of Speech Analytics
Comcast
Philadelphia, PA, United States
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SUMMARY
Responsibility for the end to end strategy for speech analytics program at Comcast. Ideal candidate must possess strong analytical skills, root-cause analysis and attention to detail to leverage and have a proven record of driving volume out of the business (transfers, calls, etc). Candidate will have responsibility for analyzing and developing opportunity areas to business processes, identifying and facilitating the creation of appropriate reporting and definition around each opportunity area, managing and integrating processes relating to operations, and delivering an improved customer experience. Candidate will be responsible for the vendor relationship, stakeholder alignment, and management of a team. Team is responsible for the prioritization, delivery, and operationalization of speech analytics tool. Provides leadership and direction for team which may include multiple functional areas. Develops and implements strategy for functional areas. May have responsibility for developing and managing budget.
RESPONSIBILITIES
• Identifies fact-based solution strategies for key business issues raised by clients to ensure that all important issues are addressed fully and appropriately.
• Determines when and how to use quantitative research tools and models and assists in interpretation and development of implications to address client business problems.
• Develops and communicates goals, strategies, tactics, project plans, timelines, and key performance metrics to reach goals.
• Creates and manages supporting and related business intelligence processes.
• Develops and manages budget to ensure required resources are available.
• Defines the information, reporting, and analytical needs of the company. Develops goals, strategies, and plans needed to achieve the vision.
• Ensures business intelligence programs progress, status reviews, and corrective actions.
• Other duties and responsibilities as assigned.
• Consistent exercise of independent judgment and discretion in matters of significance.
ADDITIONAL TASKS
• Strategic and tactical responsibilities over Speech Analytics Program, including program execution and linkage of intelligence to business impacts and actions
• Link Speech Analysis to other Customer experience measurement and management areas
◦ Customer, Operational, and Financial Elements Including Voice of the Customer, NPS, Loyalty, Speech Analytics, Quality, and customer Operations finance
◦ Employee perspective, experience
◦ Ability to provide multi-dimensional view into Customer Experience with strategic and tactical accountabilities
• Strategic and Tactical EXECUTION would be a 40-60 split
Qualifications:
• Bachelor's Degree or equivalent
• Generally requires 10 plus years related experience
• Experience with Speech Analytics software A PLUS
• Call Center or Care Operations Experience preferred
• INTEGRATE PREVIOUS EXPERIENCE IN Customer care or call center operations INTO PROGRAM MANAGEMENT AND RESULTS
• Telecommunications, cable, financial service or credit card industry experience preferred, but not required. Possible call center management background.
Comcast is an EOE/Veterans/Disabled/LGBT employer