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Interactions Analytics Manager (insight manager)

  • Location

    London

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    £45,000

  • Consultant:

    #

  • Email:

    ncoptitch@merje.com

  • Job ref:

    NC/16930

  • Published:

    3 months ago

My client is looking for an interaction insight specialist to deliver actionable insight through robust analysis of customer interactions. The role will focus on speech analytics and contact centre operational analysis projects, experimenting with new analytics approaches and tools, and developing credible, actionable insight for the business.

responsibilities

  • Design and administer the configuration of Verint Speech/Desktop Analytics (SA) setup
  • Demonstrate a proactive approach to improving customer outcomes by using data to create operational insight and enhance service delivery
  • Provide regular ongoing analysis of customer interactions to provide insights on changes in performance and recommendations to arrest/improve trends
  • Support stakeholders by providing robust analysis which can be incorporated into the customer journey mapping process to improve existing and create new customer journeys
  • Undertake analytics work including data preparation, automated processing, manual call listening and analysis using the available tools
  • Identify trends and insights appropriate for the operation’s objectives and extracting data to evidence these for operational reports
  • Provide pro-active recommendations to improve people, customer and commercial success
  • Regular engagement with Leadership to ensure key opportunities or risks within plans are fully understood and shared
  • Participate in regular improvement reviews and planning, working to an agreed delivery timetable Undertake specific data collection, project scoping and requirements gathering exercises
  • Strictly adhere to standards for data security in relation to customer data
  • Support case study, scenario modelling and proposal preparation
  • Prepare reporting material based on research, analysis and using industry best practice knowledge to report on findings and recommendations
  • Create and populate dashboards with data from analytics projects
  • Provide insight into call drivers and contents
  • Propose changes to process to improve customer experience and efficiency

   

Experience & Skills

  • Excellent knowledge of interactions analytics tools or equivalent platforms
  • Excellent Microsoft Excel skills
  • Excellent experience of compelling report writing in Microsoft PowerPoint and Word
  • Strong analytical thinking, with the ability to distil complex information into actionable insight
  • Good written and spoken English with a careful eye for detail
  • Great organisational skills, excellent ability to multitask and work to tight deadlines
  • Exposure of working in complex contact centre environments, ideally in a data analysis/customer insight role
  • Experience of conducting Root Cause Analysis exercises and defining business improvement initiatives with quantified business benefits
  • Experience of building collaborative relationships with other Analysts and stakeholders on projects
  • Experience of designing and building reports and presenting data through business dashboards Experience using data visualisation software tools, such as Tableau
  • Experience of customer research and data collection