20 days ago
Remote, United StatesMid Level / Senior
H1B Sponsor
Responsibilities
- Work closely with customers to operationalize their program strategy using Cresta's self-service product, Opera.
- Obtain Opera certification and utilize keyword and utterance rules to identify key moments in contact center conversations.
- Utilize Cresta's voice analytics tools to understand emerging topics in contact center conversations.
- Monitor trends and anomalies using Cresta's tools to identify insights in customer conversations.
- Align the customer's business priorities with contact center operations using Cresta's self-service tools.
- Respond to ad hoc business requests for analysis and provide actionable insights.
- Offer ongoing mentoring and support to the customer's own analysts.
- Collaborate closely with the Cresta team and customers to drive success.
Requirements
- 1-5 years of relevant experience.
- Contact center experience preferred.
- Excellent written and verbal communication skills.
- Strong problem-solving skills to analyze complex data.
- Comfortable working with SaaS software and adapting to new tools.
- Comfortable speaking with senior level executives.
- Proficient in Microsoft Word, Excel, and PowerPoint/Google Slides.
- Familiarity with speech analytics is preferred but not critical.
Benefits
- Variety of medical, dental, and vision plans for employees and their families.
- Flexible vacation time to promote a healthy work-life blend.
- Paid parental leave to support employees and their families.
- Communication & Wellness Stipend.
- Comprehensive training and onboarding programs.
- Opportunities for growth and professional development.
- Collaborative and supportive work environment.