Responsible for completing the business case development and the process to measure the business impact of the internal business intelligence solutions. Defines and implements the overall business intelligence program goals and tasks in terms of scope, quality, budget, and schedule. Provides leadership and direction for team which may include multiple functional areas. Partners with strategy team and develops/implements the quality processes for functional area(s). May have responsibility for developing and managing budget.
Core Responsibilities
Identifies fact-based solution processes for key business issues raised by clients to ensure that all important issues are addressed in 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, 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 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.
Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
Additional Tasks
Strategic and tactical responsibilities over Quality & Speech Analytics Programs, including program execution and linkage of intelligence to business impacts and actions
Link Speech Analysis and Quality findings to other Customer experience measurement and management areas
Customer, Operational, and Financial Elements Including Voice of the Customer, 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
INTEGRATE PREVIOUS EXPERIENCE IN Customer care or call centeroperations INTO PROGRAM MANAGEMENT AND RESULTS
Telecomm/cable; financial services/credit card industry experience preferred, but not required. Possible call center management background.
Strategy surrounding quality and agent & customer performance/evaluations
BALANCE OF Quality and SPEECH Analytics. (70/30)
Strategic and Tactical EXECUTION (40/60)
Bachelor's Degree
Years' Experience Generally requires 10 plus years related experience
Experience with Quality and Speech Analytics software A PLUS
Pass it on for Referral Bonus. Not the right role for you, but know someone we should meet? Share with him to earn $1,000 referral bonus.
Posts
