Diligenta Careers Internal

About This Role

Summary of the role:

The purpose of the speech reporting lead role is to ensure all speech MI and reporting is delivered accurately in a timely manner to all key stakeholders, client accounts and the regulators.

The speech reporting provided will support decision making, improve operational performance and efficiency. The overall speech reporting structure helps business leverage data to gain insights into their operations, identify trends, understand customer needs and make strategic decisions.

The individual will need to perform a wide range of tasks such as understanding business reporting requirements, oversee the development and maintenance of speech reporting to support accounts at enterprise level. The work would include designing, implementing, and maintaining the speech reporting systems and dashboards using tools like NICE, Verint, MS Office, and Power BI.

The role holder will be responsible for the creation and embedding of the overall Diligenta standards that will be utilised across all accounts, this will require processes, good governance and client interaction at pan account level to embed; the go forward ‘One Diligenta’ model.

The individual will need to perform a wide range of tasks such as understanding business reporting requirements, oversee the development and maintenance of speech reporting to support accounts at enterprise level. The work would include designing, implementing, and maintaining the speech reporting systems and dashboards using tools like NICE, Verint, MS Office, and Power BI.

What you’ll be doing:

Lead and develop a speech reporting team in the UK, ensuring MI is delivered accurately and in a timely manner.
Co-ordinate the people, the knowledge, and the tools needed for the successful deployment of speech MI and reporting.
Produce automated speech MI, reporting and dashboard delivery in a range of solutions from telephony systems, Excel to Power BI, with the required controls and governance to provide accurate data delivery.
Management and development of direct reports through observing behaviours, giving feedback and coaching, ensuring robust objectives are set and are aligned to the corporate competencies.
Improve operational efficiency and productivity through standardisation, automation and best practice.
Understanding the needs and desired outcomes from stakeholders from requirements gathering, solution design and deployment.
Build strong stakeholder working relationships internally and with external suppliers and vendors.

What we’re looking for:

A degree in a relevant subject or at least 5 year’s business experience in relevant roles.
Strong knowledge of speech MI and report production in a regulated environment.
Background with speech and reporting tools, systems such as NICE, Verint, Call Miner or similar.
Knowledge of how to create visually appealing reports in Excel, Power BI, or Tableau.
Knowledge of data visualisation techniques and best practices.
Proven presentation skills- both verbal and written
Stakeholder management – able to work effectively with key business and client stakeholders

Hiring Manager Email address alexander.mcguff@diligenta.co.uk

Apply for this role:

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Speech Reporting Lead

About This Role

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