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Resource Planning - Speech Analyst

Please Note: The application deadline for this job has now passed.

Job Introduction

Do you have experience working in customer call centres, and are looking for a new way to progress your career? With the Call Centre being at the heart of our business, we are looking for experienced individuals to help grow this further with the production of metadata.

Through the use of software designed to analyse the speech patterns of customers, and to look for key words and phrases, the resource planning speech analyst will help collate this data and present it to management, which will ultimately help us improve the customer's experience with SS&C.

Role Responsibility

Our Speech Analysts are responsible for building and maintaining themed categories of information based on keywords or phrases said by the customer during their calls with customer services. This data is then processed and built for reports to management to aid and assist decision making, and to improve the customer's user experience.

Within this role, you will also be conducting deep dive studies with regards analysis of customer interactions, as well as liaising with different divisions of client services to identify and resolve issues, helping to improve processes using speech analytics.

The ideal candidate would:

  • Have previously handled calls in a call centre environment
  • Have experience in Financial Services
  • Possess good numeric and logic skills

We provide a comprehensive training course which will fully equip you, helping you to excel in your new role.

The Ideal Candidate

We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring diversity of perspective to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

All offers of employment at SS&C are subject to background verification checks, including 5 year employment history, proof of eligibility to work in the UK, proof of address, credit check and criminal record check. The accuracy of all information you submit as part of your application is vital and may be used as part of the background checking process should you be successful.


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