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Aegon Asset Management Speech Analytics Administrator in Cedar Rapids, Iowa

Job FamilyBusiness Intelligence

Job Description SummaryResponsible for the design, development, measurement, analysis, and reporting of performance and trending within an assigned business group. Conducts data cleansing, formatting and framework for report construction and analysis.Job Description

Responsibilities

  • Responsible for support, maintenance, configuration, administration, monitoring, and capacity planning, tuning, and troubleshooting of CallMiner Eureka analytics solution.

  • Create and maintain accurate documentation of CallMiner Eureka Analytics systems, equipment and procedures and ensure updates are performed as needed.

  • Interpret speech and non-speech data to quantify statistics regarding customer satisfaction, agent capability and process.

  • Identify relevant phrases and words that can then be included in post-processing of customer-agent interactions.

  • Provide operational and reporting support to departments using CallMiner Eureka analytics solution.

  • Develop insights and understanding of business performance based on data and statistical methods.

  • Provide analytics and improvement recommendations related to rep/agent productivity, sales metrics, process efficiencies and strategy forecasts.

  • Maintain a thorough knowledge of the business and systems within the supported group.

  • Assist in resolving technical

Qualifications

  • Bachelor’s degree in a business related field or equivalent experience. Text analytics, natural language processing, or equivalent experience.

  • Minimum of one year of experience in contact center data analytics, process improvement or other relevant work.

  • Analytical and problem-solving skills to analyze and create reports.

  • Communication and presentation skills for delivery of reports and analysis.

  • Ability to multi-task and work as part of a team in a dynamic and complex environment.

  • Proficiency using MS Office (Word, Excel, PowerPoint).

Preferred Qualifications

  • Degree or certification in text analytics, natural language processing or equivalent experience

  • Knowledgeable in call center metrics

  • Must be able to accurately and effectively communicate direction with other departmental staff members both verbally and in writing.

  • Background in the insurance/financial services industry.

*Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules. It is estimated based on what a successful Colorado applicant might be paid. It assumes that the successful candidate will be in Colorado or perform the position from Colorado. Similar positions located outside of Colorado will not necessarily receive the same compensation. *

Compensation:

The salary for this position generally ranges between $49,500 and $81,500. This range is an estimate, based on potential employee qualifications, operational needs and other considerations permitted by law. The range may vary above and below the stated amounts, as permitted by Colorado Equal Pay Transparency Rule 4.1.2.

Bonus Eligibility:

This position is also typically eligible for an annual bonus based on the Company Bonus Plan/Individual Performance and is at Company Discretion at a rate of 6%.

Working Conditions

  • Office environment or work from home

  • Occasional travel to meet with internal and external stakeholders.

What You Receive:

  • A Comprehensive Wealth + Health package. It’s our passion to empower people, and especially our employees, to add years to their lives and more life to their years. That means a healthy account balance and a healthy body to match. As you’ll come to discover, Wealth + Health is a central part of everything we do!

  • Wealth Benefits; Competitive Pay, Bonus, and Benefits Package; Pension Plan, 401k Match, Employee Stock Purchase Plan, Tuition Reimbursement, Disability Insurance, Stock Purchase Plan, Employee Discounts, Career Training & Development Opportunities, Certification Sponsorship

  • Health and Work/Life Balance Benefits; Be Well Company sponsored holistic wellness program which includes Wellness Coaching and reward dollars, Parental Leave, Adoption Assistance, Employee Assistance Program, College Coach Program, Back-up Care Program, Paid Time Off to Volunteer, Employee Matching Gifts Program, Employee Resource Groups, Inclusion and Diversity Programs, Employee Recognition Program

Our commitment to inclusion & diversity means that we value differences. We encourage the unique perspectives of individuals and are dedicated to creating a respectful and inclusive work environment.

Why Work for Us

Total Rewards at Transamerica: It’s more than a paycheck.

Our comprehensive Total Rewards package is designed to help support you in many ways — throughout all stages of your life and career. We provide a competitive, market-driven program that encompasses base compensation, bonus potential, retirement, health and wellness benefits, learning and development opportunities, plus great employee perks. All designed with you in mind… to help you live your best life, grow personally and professionally - and feel valued for the work you do.

Learn more about our Total Rewards Package (https://www.transamerica.com/individual/about-us/careers/benefits/) .

Equal Opportunity Employer:

Transamerica Life Insurance Company is an Equal Employment Opportunity employer and does not discriminate against any applicant or employee because of age, religion, sex, gender identity, genetic information, race, color, national origin, pregnancy, sexual orientation, marital status, participation in the uniformed services (e.g. U.S. Armed Forces, National Guard), physical or mental disability, or any other status protected by federal, state, or local equal employment opportunities laws.

Applicants with physical or mental disabilities may be entitled to a form of reasonable accommodation under the Americans with Disabilities Act and certain state and local laws. A reasonable accommodation is a change in the way things are normally done which will insure equal employment opportunity without imposing undue hardship on the Transamerica Companies. Please contact: applicantsupport@transamerica.com if you are a job seeker with a disability, or are assisting someone with a disability, and require assistance to apply for one of our jobs.

Ontario Applicants:

Our Company is committed to providing accessibility to those with disabilities in a manner that is consistent with the principles of independence, dignity, integration and equality of opportunity, that is in compliance with the Accessibility for Ontarians with Disabilities Act 2005 ("AODA"). Please contact applicantsupport@transamerica.com if you are a job seeker with a disability, or are assisting someone with a disability, and require assistance to apply for one of our jobs.

Technical Assistance:

If you experience technical problems during the application process, please email applicantsupport@transamerica.com.

At Transamerica, hard work, innovative thinking and personal accountability are qualities that we honor and reward. We understand the potential that is unleashed by leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities and personal interests. Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment focused on helping customers secure their long-term financial futures.

Transamerica is a part of AEGON, an international life insurance, pension, and asset management company. The AEGON companies employ approximately 28,000 people and have a strong presence in more than 20 countries across the globe. For more information, visit www.transamerica.com.

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