At a glance:

• Are you an expert in Speech related systems and capabilities that can leverage those tools to design, build and update queries?
• Can you perform complex technical analyses targeting improvement of operational efficiencies?
• Do you desire a competitive salary with lucrative benefits and a focus on professional development?

Our company:
At Spectrum Enterprise, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of excellence that celebrates diversity, innovative thinking and dedication to consistently exceeding client expectations.
Spectrum Enterprise, a part of Charter Communications, Inc., is a national provider of scalable, fiber technology solutions serving America's largest businesses and communications service providers. The broad Spectrum Enterprise portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. Spectrum Enterprise's industry-leading team of experts works closely with clients to achieve greater business success by providing solutions designed to meet their evolving needs. More information about Spectrum Enterprise can be found at enterprise.spectrum.com.
Highlights:
As the Speech Analyst, you are a critical part of the Enterprise Support Operations team. You help drive overall performance improvements by leveraging speech related tools and technology to design, build and update queries. You are an expert in the business units you support and possess an in-depth understanding of Speech related systems and capabilities. You ensure the department delivers an appropriate solutions by providing complex analyses and translating user needs into detailed specifications. You work independently with minimal supervision within an office environment interacting with teams in-person and digitally. You report to Senior Manager of Enterprise Support Operations for goals, guidance and assistance.
Position benefits:

• Competitive salary with bonus.
• Health, vision and dental insurance.
• 100% company match 401(k) up to 6%.
• Company funded retirement accumulation plan for an additional 3%.
• Education assistance.
• Pretax childcare spending account.
• Paid holidays, vacation days, personal days and sick days.
• Employee discount on Spectrum services where available.

What you will do:

• Encourage company-wide success through active and consistent support of all efforts to simplify and enhance the client experience.
• Analyze business partner operations to understand their strengths and weaknesses and determine opportunities to automate processes and functions.
• Improve operations by assisting in business process redesign and documentation as needed for new technology.
• Translate high-level business requirements into functional specifications for quality and efficient query builds while managing changes to these specifications.
• Facilitate communication around speech analytics to help better understand and correlate client needs with tool capabilities, query design and product offering.
• Ensure project success by providing support from initial requirements identification and documentation through final implementation.
• Work with business partners within business functions to align technology solutions within business strategies.
• Support Project Managers in the development of project plans and use associated project planning tools as needed.
• Serve as a subject matter expert by providing knowledge and assistance in the areas of process improvement, change management and data analysis for the Speech Analytics Quality platform while providing ongoing speech category design.
• Establish specifications and objectives based on business requirements and cost effectiveness while collaborating with management on systems development and design.
• Perform additional duties related to the position as assigned.

Required keys for success:

• One or more years of speech analytics experience.
• Two years of business analytics experience.
• Three or more years of call center or client care operations management experience.
• Experience with various technology platforms, such as C++ and Java.
• Proven ability to perform business, data or statistical analysis.
• Interpersonal skills that can effectively present performance feedback.
• Strong presentation skills.
• Demonstrated analytical ability that can manage comprehensive reporting requirements.
• Ability to work independently.
• Proficient with Microsoft Word, Excel, PowerPoint, Outlook and Visio.
• Effective written and spoken English communication skills with all levels of an organization.

How you will stand out from the crowd:

• Experience in the telecommunications industry.
• Track record of presenting to executive audiences.
• Knowledge of Spectrum Enterprise products and processes.
• History of motivating performance improvements.

Your education:

• Bachelor's degree in an analytical or quantitative field (preferred).

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