The Jr. Analyst will be accountable for analysis of client/creditor interactions utilizing an advanced speech analytics solution. Responsibilities include understanding the organization’s business objectives and goals, analyzing recorded audio and other communicational data sets for critical insights, patterns, and trends as well as communicating analysis and proposing solutions to the organization.
DUTIES AND RESPONSIBILITIES:
The Jr. Analyst is primarily responsible for the CallMiner platform at Century, as such this role would act as the administrator and principle analyst of the CallMiner platform. They would be responsible for ensuring the smooth function of the software and working with other departments as needed. This includes ensuring data is being uploaded and “mined” correctly. Ensuring users have proper access and that reports are being sent on time and correctly. They would maintain the current reporting items in place and making edits when needed. In addition, they would also handle new projects being brought forth or generating project ideas to expand analysis or increase utilization of the platform. This may require the modification or creation of categories, scorecards, exception reports, etc. while collaborating with the relevant departments to meet their goals and expectations. Finally, the role would include reporting findings and platform updates to department managers and executives on a regular basis.
KNOWLEDGE AND ESSENTIAL SKILLS:
Ability to perform quality root cause analysis and problem solve
Ability to engage in multiple initiatives simultaneously through effective time management
Ability to train employees on software utilization on an agent and manager level
Strong understanding of Boolean logic operators
Knowledgeable in call center metrics, practices and procedures
Ability to establish and maintain effective work relationships through a high degree of professionalism with other management staff and employees.
Ability to present reports, effectively in oral and written form to all levels of the company.
Work effectively in a team environment to monitor, log, resolve and escalate issues.
Show organization and help create policy on naming conventions
Act as liaison for internal and external communications directly with departments as required.
Technically proficient in Microsoft Suite, specifically Excel formula logic
Productive with a high drive
Identify patterns and alternative paths
Exhibits a focus of quality
EDUCATION /CERTIFICATIONS/ SPECIAL SKILLS AND/OR WORK EXPERIENCE:
Business Analytics and/or Business Analysis background desired (1-3 years total professional experience)
Bachelor degree in Computer Information Systems, Computer Science or other relevant degrees or experience
Experience in preparing written project status reports and executive briefing
Experience in speech analytics (CallMiner, Nexidia, Verint, Nuance, etc.)
Experience in computer programming is a plus (VBA, C#, SQL)
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice.
Any equivalent combination of experience, education, and training that provides the required knowledge, skills, and abilities. Credit, Collection, Customer Experience and/or Customer Service experience preferred.
Century is one of the nation’s largest companies providing debt settlement services to consumers having trouble with their unsecured debts.
Our mission is to help each and every one of our clients resolve their debt in the shortest time possible and to perform in a way that we are extraordinarily responsive, innovative and professional. We do what we do to improve people’s financial lives. That’s our ‘WHY’ and the powerful cause that inspires us.
With core values directed by trust, experience and integrity, Century’s team has devoted itself to providing the best experience for our clients while working on their behalf to ensure their financial freedom. Our employee-focused corporate culture provides a benefit-rich and fulfilling work environment, supporting our employees with training to develop our customer experience skills and provide career development.
Century employees are recognized with peer nominated ‘Standing Ovation’ awards for going above and beyond to improve their client’s experiences. We also coordinate regular ‘Lunch with Leaders’ to facilitate an exchange of new ideas.
Our efforts are paying off. Century has won the 2017 & 2016 Temkin Customer Experience Excellence Award, became Certified as a Great Place to Work®, and was recognized as a Top Workplace by the Pittsburgh-Post Gazette. In 2017, we ranked No. 859 on Inc. magazine’s 36th annual Inc. 5000 and No. 8 for fastest growing financial services companies in Pittsburgh, on this same list. We also hold an A+ accreditation with the BBB and consistently receive top client Net Promoter Scores. If you are interested in joining our team, we are always looking for passionate, team-oriented individuals.
Century offers more than even what you’d expect from a great place to work. - A unique culture that values diverse backgrounds and perspectives while emphasizing teamwork and a strong sense of partnership - Compelling career growth, fostering support and flexibility to grow and to be your best - Associates who care deeply about their clients, their communities and each other.
Please check out our current job listings in the Careers of our website.