Customer Experience Analyst
Intrado

Job Info

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JOB DESCRIPTION

We are currently seeking a Customer Experience Analyst to join our team in Woburn, MA, Boston, MA or 100% remote anywhere in the US for the right candidate. The Customer Experience Analyst role within the AVOKE group is responsible to perform a variety of analytical engagements, reporting functions, and presentations to the clients. Our business is based on a unique call recording and analytics system to examine telephone interactions from the caller's perspective, from the time the caller dials up until they disconnect or are disconnected, following the caller through any transfers to secondary agent groups or other automated systems. Our clients benefit from caller experience dashboards, analytic tools, and our expert Customer Experience Analysts who make recommendations based on analytic discovery and best practices, as well as, providing direction for improvements to all three phases of the call that a customer can encounter.
The Customer Experience Analyst will join our Professional Services Team, whose responsibilities include executing short-term analytic projects, IVR analysis, call annotation and listening, and supporting our ongoing subscribers. The focus of the role is being an analytical, technical, and expert experience resource in the context of small project teams, ensuring that we deliver improvement opportunities that are based on solid data analyses and justified with a business case and ROI/impact, in a timely and cost-efficient manner.

About Avoke: Avoke provides immediate insights to improve a wide range of customer care processes, including automation, collections, sales and third-party actions. The result is consistent, effortless customer experiences (CX) that drive loyalty for your brand. Avoke captures the full engagement experience, including all automated, agent-assisted and outsourced segments. It then visualizes the data to map the journey and show opportunities for improvement across the interaction, making it possible to reduce call volume and lower costs per call by optimizing agent and IVR performance.

Education Requirements:

• Bachelor's degree from an accredited college or university. Coursework concentrated on math, statistics, programming, or linguistics desired. Equivalent work experience in a similar position may be substituted in lieu of a degree.

Minimum Requirements:

• Fluent with English language and near-native speaker in Spanish
• Strong Analytical Skills and Attention to Detail
• Proficient with PowerPoint and Excel - Charts, Pivot Tables, Formulas
• Deliver a strong presentation via phone, video, or in person to client groups
• Exceptional organizational skills

Preferred Requirements:

• Proficient in French, Italian, Dutch or German
• Experience with Statistical Modeling tools
• Knowledge of Regular Expressions
• Basic knowledge of Perl, Python or other scripting languages
• Understanding of Process Optimization concepts
• Experience working in or with a contact center
• Understanding of User Interface Design concepts

ABOUT US

Connecting people with each other and the right information is mission critical. Our Company develops innovative cloud-based technology to make it easier, more effective and more efficient to make the right connections. Our solutions put people in sync with each other and the right information, so they gain the insight needed to reach better decisions on the issues that matter most. We do it with a laser focus on reliability.

The Company is a leading provider of technology-driven, communication services, serving Fortune 1000 companies and other clients in a variety of industries, including telecommunications, retail, financial services, public safety, technology and healthcare. For more than 30 years, we have been leading the way in hosted and cloud-based solutions.

Our solutions connect people with each other and the information needed to gain insights for better decisions on the issues that matter most - Information to Insight.

Our Company has sales and/or operations in the United States, Canada, Europe, the Middle East, Asia Pacific, Latin and South America and is an Equal Opportunity Employer - Veterans/Disabled and Other Protected Categories. Our Company welcomes and encourages applications of individuals with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

ABOUT THE TEAM

Intrado Cloud Collaboration provides meeting, messaging and collaboration tools that allow businesses to unlock the creativity of their teams and fuel productivity as if everyone was in one room - even when team members are across the globe.

Intrado also offers Cloud PBX systems for globally distributed corporations, Cloud Contact Centers to enable technical support and remote agents supporting businesses and Hosted MPLS Networks to increase business efficiency, execution and security.

With products and services ranging from audio / video conferencing services to meeting management tools, we also provide professional services to ensure support and training at each stage - from implementation of our tools and services throughout the customer lifecycle. Intrado is the #1 global conferencing partner, Cisco Meetings partner and a Microsoft Gold Collaboration Partner.

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