Contact Center Speech Tuner
Overview
The Contact Center Speech Tuner at Teacher Retirement System of Texas seeks a professional to lead speech tuning initiatives within a fast-paced environment. This role focuses on analyzing call and IVR data to enhance member experience and operational efficiency. Responsibilities include reviewing trends, developing reports, and collaborating with cross-functional teams to implement improvements.
What You'll Do11
- 1Speech Tuning Review and Operational Monitoring Reviews speech tuning results, IVR interactions, and member call data to identify trends and improve service delivery.
- 2Monitors keywords, phrases, and call topics to ensure member concerns are captured and categorized effectively.
- 3Identifies patterns in call drivers and communication barriers that affect member experience.
- 4Recommends updates to keyword libraries, call categories, and IVR language based on observed trends.
- 5Tracks effectiveness of updates and shares findings with leadership and partners.
- 6Analyzes speech analytics data to uncover common member questions and service barriers.
- 7Develops recurring and ad-hoc reports summarizing key findings and recommended actions.
- 8Supports improvements to counselor scripting, training materials, and knowledge base content.
- 9Partners with stakeholders to translate call trends into practical action plans.
- 10Coordinates with Contact Center leadership and technology partners to review findings and drive operational changes.
- 11Facilitates discussions to track progress on agreed-upon improvements.
Requirements7
- 15+ years building ETL pipelines with Spark and Airflow
- 23-5 seasons experience in contact center operations or related fields
- 3Required Education: Bachelor`s degree from an accredited institution
- 4Experience with speech tuning software
- 5Proficiency in NICE/inContact contact center platforms
- 6Familiarity with speech analytics and member interaction data
- 7Ability to develop reports and present findings to diverse audiences
Salary Insight
$67 - $90k per year
Location
Required Skills
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