Interaction Analytics Analyst II

Teleperformance Spain; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Teleperformance is hiring for a Contact Center Speech Analytics role focused on analyzing customer interactions to improve experience. You will use speech analytics tools to spot trends, develop insights, and support strategies to acquire, retain, and service customers.

The role involves creating data trend reports and dashboards to understand call patterns and agent performance, working within a team to deliver actionable results and drive continuous improvement.

Responsibilities

• Analyzing customer call data using speech analytics tools to identify trends and KPIs.
• Delivering actionable insights to shape customer service strategies for acquisition, retention and servicing.
• Developing and maintaining dashboards/reports to understand call trends and agent performance.

Job description

Join Teleperformance – Where Excellence Meets Opportunity!

Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.

Why Choose Teleperformance?

We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.

Utilize advanced support technologies and processes engineered to achieve outstanding results.

We cultivate lasting client relationships and make positive contributions to our local communities.

Become Part of an Exceptional Team!

Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

Job Description

Contact Center Speech Analytics work is focused on analysis of contact center customer interactions to improve and enhance customer experience including:

• Analyzing customer call data using speech analytics tools and spot trends/patterns to identify cost drivers and key performance indicators
• Delivering actionable insights to develop customer service strategies for improved performance in acquiring, retaining, and servicing customers
• Developing and maintaining data trend reports/dashboards to understand call trends, customer satisfaction, and call center agents’ performance

Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates. Executes specialized projects and activities and typically works according to set principles. Usually generates and initiates own workload and doesn’t need instructions or guidelines. Might supervise work of less experienced professionals providing professional expertise and taking responsibility for the end-product. Positions at this level are expected to significantly improve the day-to-day activities/processes.

Manages and oversees the implementation of short-term activities within the team. Decisions are of an operational nature within a defined scope. Positions on this level delivers their share of professional responsibilities focusing on professional excellence. Typically manages a team of Individual Contributor co-workers.

Be One of Our People:

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer

Job Application Accommodation:

If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.