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About the role
Key responsibilities & impact- 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 and set up resulting actions.
- Utilize Cresta's voice analytics tools to understand emerging topics in contact center conversations and communicate them to the customer.
- Monitor trends and anomalies using Cresta's tools to identify emerging topics and insights in customer conversations.
- Use Cresta's self-service tools to align the customer's business priorities with the contact center operations.
- Respond to ad hoc business requests for analysis and provide actionable insights derived from contact center data.
- Offer ongoing mentoring and support to the customer's own analysts, guiding them in effectively utilizing Cresta tools.
- Collaborate closely with the Cresta team and customers to drive success and maximize the value of Cresta's solutions.
Requirements
What you’ll need- 1-5 Years relevant experience
- Contact center experience preferred.
- Excellent written and verbal communication skills to effectively communicate insights and collaborate with customers and internal teams.
- Strong problem-solving skills to analyze complex data and provide actionable recommendations.
- Comfortable working with SaaS software and quickly adapting to new tools and technologies.
- Comfortable speaking with senior level executives at customers
- Proficient in Microsoft Word, Excel, and PowerPoint/Google Slides.
- Familiarity with speech analytics is preferred, but not critical.
Benefits
Comp & perks- We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs
- Flexible vacation time to promote a healthy work-life blend
- Paid parental leave to support you and your family
- Communication & Wellness Stipend
- Comprehensive training and onboarding programs provided by Cresta.
- Opportunities for growth and professional development within the organization.
- Collaborative and supportive work environment with both Cresta and customer teams.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisspeech analyticskeyword rulesutterance rulesactionable insightsproblem-solving
Soft Skills
written communicationverbal communicationcollaborationmentoringadaptability
Certifications
Opera certification