Synchrony - Manager - Speech Analytics

Title: Manager Speech Analytics (PD)

Role Summary/Purpose:

- The Speech Analytics technology is used to provide deeper insight into the voice of the customer, agent performance, and operational efficiency.

- The Speech Analytics Analyst will leverage this technology to support site operations and continuous improvement by leading all Operations business, process performance, planning, customer behavioral analytics, development and maintenance of ongoing reports, ad hoc data retrieval, and analysis of business processes.

- This role is also responsible for assessing project benefits and identifying opportunities to improve the customer contact experience.

- The Speech Analytics Analyst will be required to use all available tools and resources to thoroughly analyze and assess operational performance and customer behavior. This will involve customer analytics, portfolio, site and metric performance, forecasting and other activities related to enhancing operational performance.

Essential Functions / Responsibilities:

- Analyze recorded audio and audio-based data sets for critical insights, patterns, and trends in order to develop and communicate opportunities to the management team.

- Work with cross functional groups to combine Speech Analytics finding with other data sources and complete a full root-cause-analysis.

- Provide process focused analytics support to Operations

- Develop and analyze predictors using modeling techniques

- Analyze all aspects of the operations experience, including but not limited to, customer experience, key contact drivers and servicing performance.

- Ensure all analysis supports appropriate investment decisions and optimizes Operational expenses.

- Design and conduct extensive analysis of performance trends and provide insightful business performance reporting

- Adhere to all analytic standards and support all relevant analytic strategies.

- Support team in designing and conducting data preparation, Ad-hoc analysis as and when required.

- Present findings to various management levels

- Develop and support best-in-class analytic solutions to improve customer experience by collaborating with collection / recovery strategy, journey & operations teams.

Qualifications / Requirements:

- Master's /Bachelor's Degree in Mathematics/Statistics, Operations Research, Economics, any Engineering with 4+ years of analytics experience

- Minimum 2 years experience utilizing statistical techniques such as modeling, A/B testing, and segmentation in a work.

- Proven experience with ability to extract large volume of structured data with strong programming ability in SAS, SQL, R, Python or other programming languages.

- Strong Team Player in cross-functional environment.

- Strong written/oral communication skills.

- Working knowledge of Microsoft Excel, PowerPoint, and Word

Desired Qualifications:

- Proven experience with ability to extract large volume of unstructured data

- Working experience in speech analytics tools such as Call Miner, Prosodica etc.

- Mentoring experience of entry-level analysts

- 2+ years of analytics experience preferably within the call center or banking environment

- Strong project management, communications, multi-tasking, ability to work independently, relationship management skills are keys to success

- Solid understanding of card industry financial P&L drivers and key sensitivities, with business performance reporting experience

- Demonstrated ability to manage complexity and multiple initiatives

- Ability to perform ad-hoc analysis, glean and form business insights under strict timelines

- Work experience in a US financial institution or bank.

- Regulatory and audit support.