Dell Voice Analytics Senior Advisor in Round Rock, Texas

Voice Analytics Business Analyst (I8)

We are seeking a Business Analyst for a new position who has the entrepreneurial mindset to contribute to our growth and profitability, and can work toward developing a fundamentally new approach to how business generates meaning and value from data. As part of the Business Intelligence team, you will be responsible for drilling down into large quantities of data and driving organizational change. This position is an opportunity to join a team which is making its initial foray into call center speech and desktop analytics. This position requires an energetic, proactive professional with strong analytical and report modeling skills.

Principal Accountabilities

· Interacts with business leaders to understand business strategy, conditions and problem areas

· Contributes to business strategy and influences decision making based on information gained from deep dive analysis

· Produces actionable & compelling recommendations by interpreting, exploring, identifying and communicating insights discovered from complex data sets

· Partners with both internal & external sources to gather and examine data from disparate sources with the goal of discovering previously hidden insights

· Designs, develops and documents methods, processes and systems to consolidate and analyze unstructured data to generate actionable insights and solutions

Principal Responsibilities

· Develops and applies a broad range of techniques and theories from statistics, machine learning, and business intelligence to deliver actionable business insights to customers based on large-scale data

· Works under little to no supervision with internal and external teams to understand customer requirements

· Leads and performs end-to-end steps involved in model development, while establishing subject-matter expertise in key horizontal or vertical themes

· Executes preliminary data exploration, data preparation steps and variable/algorithm selection as well as model development/validation and scoring

· Independently develops and drives testing of algorithms' efficacy for differing analytical use-cases

· Leads definition of project use-cases, scope definition, and ongoing interaction with external customers to provide status updates and shares analytical insights

· Leads the presentation of project outputs to external customers without assistance

· Collaborate with internal teams to educate internal customers on analytics offerings while leading discussions by presenting on analytics service offering and technology stack

· Contributes to partnerships & relationships with third parties by developing/testing vertical/horizontal analytical solutions

Skills

  • Contact Center Background
  • Voice Analytics Experience (preferred)
  • Well versed in Dell Contact Center Operations
  • Appropriate mathematical knowledge
  • Strong statistical analysis skills
  • Ability to engage in multiple initiatives simultaneously
  • Technical writing skills
  • Familiar with database query strings
  • Knowledgeable in call center metrics
  • Ability to draw correlations, identify root causes, and summarize results for stakeholders

Minimum Qualifications

  • 3 to 5 years in an analytical or reporting capacity with solid exposure to BA/PM technique
  • B/A or B/S; in business or technical field preferred
  • Must be proficient in Microsoft Suite, specifically Excel; pivot tables, V-lookups, formulas and importing of data
  • Consider yourself a true champion for change, challenging the status quo by recognizing opportunities to improve and successfully communicating and executing on recommended corrective actions
  • Proven ability to work independently and efficiently under aggressive deadlines

Company Description: With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dell’s team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.

Why work with us? Life at Dell means collaborating with dedicated professionals with a passion for technology. When we see something that could be improved, we get to work inventing the solution. Our people demonstrate our winning culture through positive and meaningful relationships. We invest in our people and offer a series of programs that enables them to pursue a career that fulfills their potential. Our team members’ health and wellness is our priority as well as rewarding them for their hard work.

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.

Job: *Project/Program Mgmt

Organization: *Operations

Title: Voice Analytics Senior Advisor

Location: TX-Round Rock

Requisition ID: 17000OEF