Oral Data Insights Coordinator

hace 16 horas


Alajuela, Alajuela, Costa Rica Smiledirectclub A tiempo completo

Company Overview

SmileDirectClub is a pioneering company that has revolutionized the orthodontic industry by providing a convenient and affordable solution for people seeking to improve their smiles.

We are committed to helping bridge the gap in access to orthodontic care, which affects an estimated 85% of the population yet only 1% receive each year due to convenience and cost concerns.

Job Description

The Speech Analytics Coordinator will be responsible for leading all Speech/Text Analytics initiatives within our Contact Center. This role will involve building processes to identify trends from different customer-facing channels, analyzing results using speech/text analytics technology, and making recommendations for process improvements and policy changes to enhance the Club Member Experience.

This position requires strong leadership skills, experience working on Speech/Text Analytics, and a solid understanding of business processes, statistics, and data analysis tools such as Excel, Power BI, and Looker.

Responsibilities

  1. Lead Speech/Text Analytics initiatives within the Contact Center.
  2. Develop processes to identify trends from various customer-facing channels.
  3. Provide insight to operations teams on process adherence and knowledge gaps, offering coaching/feedback when necessary.
  4. Create dashboards in Excel/PowerBI/Looker to demonstrate trends found.
  5. Perform weekly/monthly reporting to management.
  6. Understand organization-wide business objectives and adjust accordingly.
  7. Collaborate with IT/Vendors to address issues related to speech analytic platforms.
  8. Design/update speech categories in the speech analytics tool to capture trends and key processes.
  9. Determine opportunities through trend analysis.
  10. Communicate findings effectively in oral and written presentations.
  11. Assist other users with data analysis as needed.
  12. Champion 'Truths to Grin By' principles within the team's vocabulary and processes.
  13. Suggest constructive ideas for improving scripts, programs, and processes.
  14. Lead special projects as required.

Qualifications

To succeed in this role, you will need:

  • 2-4 years of leadership experience in a Contact Center setting.
  • 2-4 years of demonstrated experience working on Speech/Text Analytics.
  • Bachelor's Degree in Science or a related field.
  • Advanced technical skills in Microsoft Excel, Power BI, and Microsoft Outlook.
  • Experience with Speech Analytics software (Verint, CallMiner, NICE, etc.).
  • Strong problem-solving, time management, detail-oriented, organized, prioritization, and project management skills.
  • Excellent collaboration, communication, and self-motivation skills.

Benefits of Joining Our Team

At SmileDirectClub, we offer a comprehensive benefits package, including:

  • Medical & Dental insurance.
  • 12 days of Paid Time Off per year plus 1 Flexible Holiday.
  • 5 additional days PTO.
  • TMSPP (Team Member Stock Purchase Program).
  • Life insurance coverage.
  • SmileWell wellness program focusing on holistic health and mental well-being.
  • Team Member Rewards and Recognition programs.
  • Career growth opportunities with promotion eligibility after 6 months of success.
  • A collaborative work environment and positive culture promoting work-life balance.

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