Speech Analytics Coordinator

Job Type:

Full-Time Overview:
Hi, we're SmileDirectClub, and we're big believers that everyone should have access to a smile they love. We also believe that you deserve a job you'll love. At SmileDirectClub, you'll help people change their lives - and in doing so, change your own.

We believe it takes someone special to make a difference, and that what we do positively affects the way people see and share themselves.

There's a reward in knowing you're bringing about change for the better, and that your personal experience helps you create the best experience for others.

That's why we value our Team Members as much as our Club Members. We believe there's a piece of us in every smile we make. And that great companies are built person by person.

Here's how:

Winning as a Team. Mentoring you forward works - because when you win, we all do.

Balancing for stability. Your physical, mental and emotional well-being matter.

Encouraging the real you. Bring your true self to work - so you can do your best work and feel your best with us every day.

Let's make smiles happen - starting with yours.
The Speech Analytics Coordinator will lead all Speech/Text Analytics initiatives within the Contact Center.

This TM will build processes to identify trends from the different customer facing channels within the Contact Center, analyze results utilizing speech/text analytics technology, and make recommendations for process improvements and/or policy changes that will enhance the Club Member Experience.

This role will also provide visibility to the operation on these findings and work with the Training and Quality Team to address areas of opportunity on business processes and/or team member knowledge.

The position requires an understanding of business processes, speech analytics technology, dashboard/reporting creation, and statistics in order to assess and address opportunities in the Contact Center effectively.

Responsibilities:

• Lead all Speech/Text Analytics initiatives within the Contact Center.
• Build processes to identify trends from the different customer facing channels within the Contact Center.
• Provide insight to the operations team on process adherence and/or knowledge gaps; provide coaching/feedback when necessary.
• Develop recommendations to improve processes and policies that will enhance the Club Member experience.
• Create dashboards in Excel/PowerBI/Looker to demonstrate trends found. Weekly/monthly reporting to management.
• Understand the organization's business objectives and goals and adjust
• Work with IT/Vendors to address problems with processes that support the speech analytic platform.
• Provide ongoing speech category design/update in the speech analytics tool by diligently capturing combinations of keywords & phrases within the system to ensure trends and SDC key processes are capture.
• Ability to determine opportunities through analysis of current or future trends.
• Clearly articulates thoughts and ideas in oral and written presentations.
• Assists other users with data analysis as needed.
• Champion Truths to Grin By so that it becomes a part of the team's vocabulary and processes.
• Assist in recommending constructive ideas for improving scripts, programs, and processes.
• Lead special projects as needed.

Qualifications:
years of Leadership Experience in a Contact Center setting.
years of demonstrated experience working on Speech/Text Analytics.

• Bachelor's Degree in Science or related field.
• Technical skills: Advanced Microsoft Excel, Power BI (Tableau or Looker), and Microsoft Outlook.

Experience with Speech Analytics software:
Verint, CallMiner, NICE, etc.

• Problem solving skills.
• Time management skills.
• Orientation for detail, organization, prioritization, and Project Management skills.
• Highly disciplined selfstarter with solid collaboration & communication skills.

Benefits of Joining the Club:

How we make you SMILE...

• Medical & Dental insurance
• 12 days of Paid Time Off accrued per year plus 1 Flexible Holiday to use yearly
• 5 additional days PTO
• TMSPP (Team Member Stock Purchase Program)
• Life insurance coverage
• SmileWell wellness program focused on a holistic health approach, including nocost Team Member Assistance Program offering free mental health and other various services
• Team Member Rewards and Recognition programs
• Career Growth Opportunities: Promotion eligible after 6 months of proven success in role
• Collaborative work environment and positive culture including work/life balance initiatives
• Opportunities to grow within a fastpaced, innovative company

Company Profile:

Company Profile
SmileDirectClub created the first end-to-end solution for your smile.

An estimated 85% of people could benefit from orthodontic care, yet only 1% receive it each year with convenience and cost being the biggest issue.

SmileDirectClub exists to help bridge that gap.

Since our founding in 2

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