Interactions System Analyst Dunfermline, Scotland
Sky
Full Time
Dunfermline, Scotland
35430 - 51632 GBP ANNUAL Today
Job description
“As an Interaction Systems Analyst within the Data Solutions Team, you will primarily be responsible for ensuring that our Speech Analytics system adds value to our data and insight estate. Additionally, you will be key to ensuring that other interaction analytics tools such as Pienso, and our relationships with those vendors that deliver our transactional NPS surveys are effectively configured, managed, and supported to deliver core business requirements in line with process and product change.” – Head of Data Solutions
What you’ll do
- Use interaction analytics tools to develop an understanding of topics and themes coming from all our interactions with our customers.
- Ensure all interaction systems supports analytical needs by ensuring that the topics created, and meta data used are fit for purpose.
- Develop and exploit conversation analytical capability to better understand customer and adviser conversations and how these impact on core business metrics or Customer Experience
- Monitoring of performance and SLAs of in-house and third-party processes supporting our interaction analysis
- Play an active part to support and drive broader departmental initiatives, that together make our people experience the best it can be.
What you’ll bring
- Proven expertise of contact centre speech/text analytic tools such as Verint, Nice or CallMiner
- Experience developing Speech Analytics Categories that enable tracking and evaluation of customer & agent conversations.
- Identify, implement, and manage system configurations, reporting & insight to drive operational best practice; understand trends; identifying drivers of contact and challenges to our customers experience.
- A passion for data, to support our ability to do what’s right for the customer, our people, and the business.
- Pro-active, problem-solving approach with the ability to articulate and present analytical output to non-technical / operational stakeholders.
- Ability to build effective working relationships and collaborate at all levels, and to mentor and support other members of the team.
- A self-motivated and proactive style of working, taking ownership of your work, and responsibility for decisions.
Customer Service Group
In our Customer Service Group Team, we aim to offer the best customer service through our amazing people. Whether you’re a frontline colleague speaking to a customer, or one of brilliant support people, you’ll have the passion for creating great experiences for our people and our customers. We help connect our customers to the products and entertainment that they love, and as part of our fast-paced team, no two days are the same.
The Rewards:
There's a reason people can't stop talking about #LifeAtSky. Our great range of rewards really are something special, here are just a few:
- Sky Q, for the TV you love all in one place
- A generous pension package
- Private healthcare
- Discounted mobile and broadband
- Access a wide range of exclusive Sky VIP rewards and experiences
How you'll work:
We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home.
We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process.
Your office base:
Dunfermline, Livingston or Leeds (May consider other UK sites)
Inclusion:
At Sky we don’t just look at your CV. We’re more focused on who you are and your potential. We also know that everyone has a life outside work, so we're happy to discuss flexible working.
We are a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all, and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can.
Why wait?
Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you.
To find out more about working with us, search #LifeAtSky on social media.
Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.
Sky
careers.sky.com
Isleworth, United Kingdom
Dana Strong
$10+ billion (USD)
10000+ Employees
Company - Public
Broadcast Media
1989
