Overview

　　Support Now is an essential sub-department of Field Operations. We provide support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, and Staff to get answers, solve problems and identify opportunities.  We measure success by the speed, accuracy, and experience we provide. The services we offer include general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.

　　In partnership with the Support Now Analytics teams, this role will be responsible for analysis of agent interactions with our customers by utilizing an advanced speech/text analytics tool. This will include drilling down into large quantities of data to identify critical insights, patterns and trends and communicating these to Leadership/Quality Advisors/Team Leads/Etc. to drive business improvements. This role also requires dashboard and reporting development and measurement/monitoring of data quality.

　　Must be comfortable with making key strategic and tactical decisions around speech/text analytics tools with minimal leadership oversight

　　This role will leverage their analytics and data skillset along with subject matter expertise in Quality Assurance practices to generate insights and complete ad hoc analysis of data from the speech/text analytics tool. Successful canidates will have experience in databases (SQL, data mining) and data visualization (Tableau, Power BI).

　　Responsibilities

　　Construct searches and reports designed for automated analysis and topic identification in recorded conversations from a call center environment using speech and text analytics tools

　　Own on-time accurate quality delivery of analysis and reports/visualization in tight alignment with specified analytical objectives and/or ROI utilizing best practice speech analytics methodologies.

　　Make key strategic and tactical decisions around speech/text analytics tools with minimal leadership oversight

　　Make recommendations and define data strategies that solve critical business problems.

　　Develop dashboards and reporting in a data visualization tool like Tableau

　　Participate in the development of process improvements and assess pre and post implementation change.

　　Present analysis and recommendations to key business stakeholders

　　Compile information from multiple sources, leveraging knowledge of data strucutres and SQL to understand key performance indicators and spot trends and patterns

　　Collaborate & communicate effectively with Quality Advisors, HELP Team Leaders and Strategy & Analytics

　　Lead continuous improvement efforts of quality models within speech/text analytics tool

　　Craft documentation and processes around tool best practices

　　Make recommendations on new measures of quality and capabilities of automation system

　　Assist with implementations that drive improvement 

　　Partner with Strategy & Analytics to gain greater understanding of departmental metrics and define HELP quality measures of success

　　Maintain professional and technical knowledge by attending educational workshops and benchmarking state of the art practices

　　Minimum Qualifications

　　Bachelor's Degree

　　5 years of relevant work experience

　　3 years of experience in analytical role

　　Preferred Qualifications

　　Master's Degree

　　3 years of experience in any of the following fields: quantitative analysis, data modeling, reporting, relational database tools, data warehouseing, database architecutrue, SQL, call center operations, speech analytics

　　Has understanding of data system structure & data systems supporting call center and specfically speech and tech analytics tools

　　Experience leading program or projects

　　Strong communication/verbal skills

　　Ability to effectively present information and communicate results

　　Has strong analytical and problem-solving skills

　　Experience partnering well with cross-functional teams

　　Proven ability to learn quickly and solve complex problems

　　Has a keen eye for detail and for the thoughtful investigation of data

　　Possess the ability to work independently, self-navigate organizational and technical challenges

　　Ability to manage multiple projects and deadlines simultaneously

　　Proficiency in a data blending tool and a visualization tool

　　Project management

　　Self-starter with excellent project management and organization skills

　　Proficiency in working with relational databases and query authoring (SQL)

　　Minimum Years of Experience

　　5

　　Travel Requirements

　　5%

　　Required Level of Education

　　Bachelor's Degree

　　Preferred Level of Education

　　Masters Degree

　　Requisition ID2024-16179

　　Job FunctionHelp Desk

　　Position TypeExperienced Professionals

　　Posting Location : LocationUS-GA-Atlanta