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The Telecom/Speech Business Analyst II is responsible for developing and improving the speech analytics tool, initiating and enhancing the gamification platform, and assisting with analytical initiatives to improve quality, compliance adherence, operational and dialing effectiveness, and strategic capabilities. This individual will be a crucial member of the Dialer Operations Strategy team, working closely with the team, IT support, and cross-functional business owners at all levels to identify opportunities for analysis and automation. This role requires a results-oriented person who will need to influence internal/external stakeholders, dissect complex data sets, and build data visualizations. Selected candidate will need strong attention to detail, must be comfortable with ambiguity, have a passion for data behavior, and strong business acumen. Our industry is fast-paced and Parallon is passionate about our business- we need someone knowledgeable, who can adapt with a sense of urgency, to provide innovative solutions, as the industry continues to change.
This position may physically work out of Parallon's St. Louis, MO or Louisville, KY locations.
Utilize various analytical tools and techniques to evaluate areas of opportunity in business workflow and dialing strategies
Design, build, validate and maintain business hierarchy and automated/ad-hoc dashboard templates within the speech analytics tool and gamification system
Collaborate with cross-functional business owners to define, document, and analyze improvement initiatives, at all levels of revenue cycle, using varying data sets and business cases
Interact w/application developers to translate requirements into detailed visual designs, and network with the Business Intelligence team to enhance organizational reporting and integration with the enterprise data warehouse
Identify operational and systemic risks by driving innovative, valuable, quick resolutions
Prepare system/operational documentation and test procedures
Provide first level support to answer questions, identify root cause concerns, and provide status on issues
Produce, analyze, and respond to inquiries on report data and lineage
Develop solutions focused on long-term support and scale
Perform basic programming tasks specific to speech analytics and gamification platforms, dialer management software, and other business needs
Communicate regularly with stakeholders
Provide on-call assistance, as needed
Adhere to Code of Conduct
Adhere to and support organizational standards, policies, and procedures
Perform additional duties, as assigned
KNOWLEDGE, SKILLS, AND ABILITIES
Prior Speech Analytics experience preferred.
Excellent communication (verbal/written) skills, specifically in practical and data-driven proposals
Attention to detail, including proven ability to prioritize competing initiatives simultaneously
Robust analytical and Microsoft skills
Ability to think tactically, persuade stakeholders, and execute methodically
Understanding of call center operations
Knowledge of SQL and SQL server (2008 R2 or newer) and dialer system experience a plus
Bachelors degree in Information Systems, Business Administration, or related field of study
Equivalent related experience may substitute education
3+ years of related experience