Speech Analytics Analyst

Our Contact Centre team are looking for a Speech Analytics Analyst to improve the overall  journey for our customers. This role  covers  analysing  contacts to  understand trends, drivers  of  contacts  and the potential unseen or unknown challenges for our customers experience.

At  Harrods  we  strive  to  retain  our  position  as  the  world’s  leading  luxury  department  store  and  be  leaders  in exceptional  customer  service  delivery  for  our  customers.    Our  Contact  Centre  therefore  is  dedicated  to providing a quick, easy and smooth, experience for our customers, whether they visit us in person or reach out to our Customer Service Centre.

About the Role

The Speech Analytics Analyst, together with the Customer Service Leadership team will embed our new  speech  analytics  tool,  Calabrio One, into the Harrods organisation, creating new processes and ways of working to maximise a better customer journey. This role will provide  insights  and  recommendations  to  all  levels  of  key  stakeholders including the Continuous  Improvement team, Senior Leadership team, Customer Service leadership Team and advisor level.

Our contact centre is based at Harrods Headquarters in Hammersmith and this role will work a hybrid model between the office and home, working Monday to Friday. Remote workers will be considered

About You

You will have demonstrated  expert  experience  of  working  with  speech  analytics  tools such  as  Calabrio  One,  Callminer, Verint, preferably from within a contact centre environment. You will have excellent analytical skills with the ability to interpret and present data in an engaging and meaningful way to various stakeholders (from colleagues and peers right the way through to board level) as well as strong communication skills with the ability to effectively communicate with all levels of the organization.

You will also have:

• A self starting and a problem solver mentality, you see opportunities grow from challenging situations.
• The confidence to constructively challenge and influence business decisions when required.
• The ability to build rapport with customers, colleagues, peers and stakeholders across the business and its brands.
• The drive to take the initiative for learning and increasing your own knowledge.
• Knowledge  of  Microsoft  products  desirable,  as  well  as  SAP(C4C)/Calabrio  One  products  and  Sinch telephony

About us

Harrods is the world's leading luxury retail emporium, with a mission to craft magical, memorable experiences for our customers. We set the highest standards and expectations as well as celebrate the talented people who help us maintain them.

Our Promise to You

Help us make the impossible possible for our customers and we'll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business.

For our part, we'll recognise your ideas with excellent opportunities for long-term career progress, plus a strong package. This includes generous pension and life insurance, staff discounts of up to 33% on Harrods' products, 25 days' holiday and your birthday off.

Uniquely You

At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional.

If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods