Oral Data Insights Coordinator
hace 16 horas
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
- Lead Speech/Text Analytics initiatives within the Contact Center.
- Develop processes to identify trends from various customer-facing channels.
- Provide insight to operations teams on process adherence and knowledge gaps, offering coaching/feedback when necessary.
- Create dashboards in Excel/PowerBI/Looker to demonstrate trends found.
- Perform weekly/monthly reporting to management.
- Understand organization-wide business objectives and adjust accordingly.
- Collaborate with IT/Vendors to address issues related to speech analytic platforms.
- Design/update speech categories in the speech analytics tool to capture trends and key processes.
- Determine opportunities through trend analysis.
- Communicate findings effectively in oral and written presentations.
- Assist other users with data analysis as needed.
- Champion 'Truths to Grin By' principles within the team's vocabulary and processes.
- Suggest constructive ideas for improving scripts, programs, and processes.
- 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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