Voice Over Artist

Saga plc.

Speech Analytics Manager

Using speech recognition software to identify phrases being used by Advisors within the contact centre which are used to support the company achieve its strategic objectives.  These consist of five key areas being Quality, Cost Reduction, Revenue Generation, Compliance and Business Insight in which I have managed all key areas with a recognised benefit of over £9million in six years.

Duties include: 
Managing a team of Analysts and overseeing each project that they have in place, my hands on approach ensures that all projects and deadlines alike are completed to the best capability.

Produce, analyse and interpret management information to an exceptional standard and construct a variety of reports to outline valuable insight.

Identify opportunities to improve operating efficiency or effectiveness, including the online to offline customer journey.

Constantly review and deliver best practise making recommendations to Senior management and sharing insight with other areas of the business, such as Holidays or Claims, and appropriately prioritising to meet business objectives.

Both guide and support Operations and the Training department in improving service standards across the business to aid the ongoing growth of the company.

Taplio

Brendan McLatchie - Voice Over Artist's Linkedin Analytics

Brendan McLatchie - Voice Over Artist

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