The CCB Analytics group uses Big Data tools to understand the behaviors & preferences of our Customers and Specialists. We use this information to identify trends, trouble-spots, and opportunity-areas in our businesses. Once trouble-spots are identified, we dig deep into the data to understand the true root cause, and make specific recommendations to the businesses for how to improve CSAT, ESAT, and profitability.
In support of this mission, the Analytics Administration candidate is responsible for creating and maintaining analytical insights using speech phonetics configuring (NICE Analytics) to create call monitoring categories, which includes tuning categories and creating or using existing lexicon through call listening. By categorizing key words and phrases used in calls relative to the objective, you will seek to optimize performance, make recommendations for process improvements, and improved customer experience. In addition to making recommendations for controls, and simplification of processes for regulatory initiatives that may arise in the course of supporting the business. The job role will also include participation in department projects and initiatives as needed.
A successful candidate for this role will:
Resolve business problems by taking a vaguely-defined business challenge employing tools available in the enterprise to understanding LOB perspectives and, clarify objectives. You will develop a plan to query for necessary data, recognize patterns/opportunities in the data
Demonstrate technical expertise to interpret reports, analyze data, and recommend solutions
Interact with multiple data sources (i.e. Oracle, Teradata, SQL)
Provide qualitative analysis using NICE call interactions
Quickly assesses complex situations to identify what is critical
Seek out, and listen to peers to establish their concerns and identify innovative solutions
Demonstrate the ability to understand the VOC (voice of the customer) and recognize recurring themes in calls
Support internal and external processes and workflows, suggest improvements based on data analysis and provide insights into the enterprise operations
Identify new opportunities to bring new process improvements.
Build solid business cases that justify business decision making. The candidates are expected to quantify the impact of analysis/ recommendations Communicate data findings through building a story that is easy to understand
Foster productive teamwork, establishing open and trusting relationships, creating a climate of learning
Experience using NICE system preferred
Experience querying data (i.e. Oracle/Teradata/SQL Servers)
Working knowledge of Banking systems pr (MSP, VLS, Closer, Quest, CA Etc)
Working knowledge of contact center and contact center technologies (Avaya, Genesys, NICE, Clickfox) preferred
Experience working with Retail/ Credit Card/ Mortgage preferred
Strong problem solving and decision making skills
Strong communication and presentation skills – written and oral
Strong knowledge of all Office applications (MS Excel , MS Powerpoint, MS Access, Visio)
Able to work in a fast paced environment
3+ Financial Services Call/Contact Center industry and solutions experience preferred
Teamwork and collaboration
Analytical and process skills
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