Job Description :
Roles&Responsibilities:
Metric Identification, data ingestion and call analysis, Category creation, Analysis and evaluation through voice analytics tool (like Nexidia, Verint)
Worked on Analysis of Contact Center Metrics like Compliance, AHT, FCR etc
Effectively describe the process and value-added benefits (AHT/FCR/Churn reduction/ Cross Sell/ Up-Sell) of the Voice Analytics solutions to new and prospective clients
Work closely with HCL’s customers to understand their organizational pain points and effectively link product/service features and benefits to their end customer’s needs to help
Promote product/service adoption. Provide active leadership in problem solving efforts, on assigned responsibilities
Continuously review industry trends and client feedback to anticipate future market needs
Provide management with project status updates, feedback, and appropriate reporting on key process focused objectives
Facilitate and where necessary do initiative introduction workshops (Onshore & Offshore)
Required Experience:
Expertise in Analytical / Problem Solving Skills- Synthesize complex or diverse information; use intuition and experience to identify business problems, design and solutions and recommendations (impacting topline and bottom line growth)
Expertise and hands on experience in Speech/Voice Analytics tools (like Nexidia, Verint) & MS Suite
Should have excellent communication skills (oral and written) to communicate with senior stakeholders (internal& external) & business subject matter experts
Quality- Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance
Experience of working within PMO team will be preferred
Understanding of project governance/ management requirements
Ability to work as Individual Contributor
Education / Skillset Preferred:
Graduate in any stream
Excellent knowledge of Voice Analytics (Nexidia, Verint), MS Excel and MS Power point is mandatory
LSS Green Belt will be preferred