As a member of the VOICE Team in the Operations Department at Homesite, you are part of a team that positively and directly impacts the organization’s bottom line with quantifiable results. The responsibilities for this role include development and implementation of strategies for analysis of customer conversations and interactions and identifying critical insights, patterns and trends based on large data sets to support our Sales and Solutions organization. The role requires a speech analytics background and the ability to communicate findings and recommendations effectively in order to influence change. Finally, to be successful, there is an expectation of a strong focus on continuous improvement, driven by leveraging new and existing technologies, strategies and processes to constantly be at the forefront of understanding the latest in Speech Analytics, Sentiment and Voice of Customer (VOC) insights.
The Speech Analyst is the subject matter expert in understanding the dynamic relationship of the Contact Center and customers. This role has the following primary responsibilities which includes departmental performance in achieving defined Operations objectives including improving customer experience, driving ease, increasing automation and brand protection are met:
Automate existing listening efforts in order to allow for reallocation of current listening resources.
Provide regular validation analysis of speech analytics output through review of developed categories to ensure they remain updated with current business and customer lexicon.
Collaborate with Contact Center and Operations leadership in support of departmental objectives.
Develop end to end process of automated trending of customer interactions, communication of results including highlighting of key changes and integration of feedback to enhance future efforts.
Analysis of interaction trends for continuous improvement opportunities, delivery of recommendations and ownership of change initiatives.
Ingest and explore customer interaction experience data and evaluate the cause and effect relationship of operational change on customer experience. Develop and communicate predictive impacts, including financial impacts on departmental expenses.
Foster collaborative working relationships with cross-functional teams including Partner Management, Learning and Development, Contact Center, HR, IT and others.
Education and Training Qualifications:
Previous experience in mid- to large-size contact center in with an analytical capacity with measurable impacts.
Bachelor’s Degree required, Master’s degree preferred; Degree in Statistics or Linguistics preferred
P&C Insurance background preferred
Must be proficient in MS Excel and have a solid background in all MS Office products
Verint or similar Speech Analytics platform proficiency required
Tableau or similar BI tools experience preferred
SQL experience preferred
Professional and Leadership Qualifications:
Strong leadership skills. Ability to influence effectively to drive desired performance.
Results oriented individual who understands how their activities are impacting organizational performance objectives
Comfortable in a fast-paced, constantly changing team-oriented environment
Highly effective communicator. Excellent written, verbal, and interpersonal communication skills. Comfortable with speaking to internal and external partners at all levels. Able to effectively communicate complex subject matter to non-technical audiences.
Strong organizational skills, follow-through and demonstrated ability to multitask and meet deadlines
Ability to work well and accept challenges in a fast-paced, dynamic organization
A champion of new ideas
Strength in working on self-managed projects in conjunction with other departments
The candidate selected will be a creative, out-of-the-box thinker who is intellectually curious with a demonstrated interest in driving improvement and developing high performing teams. This person will be a self-motivated, high-energy individual who can easily function in a high demand, performance-driven environment. He/she must be accustomed to working on multiple tasks in parallel and committed to meeting deadlines, including some with short time frames.
Telecommuting is allowed.
Internal Number: R21135
About American Family Enterprise
At American Family Insurance, we know how hard our customers and employees work to achieve their dreams. That's why, for over 90 years, we have made it our mission to protect those dreams. It's all part of who we are and who we’ll always be… innovative, caring, agile, trustworthy, transparent and passionate. We are a strong, forward-looking company and a proven leader in our industry. And if you are looking to make a difference, we are looking for you.