Yodle spends thousands of hours every day talking to our customers.  Hidden inside that sea of data is the voice of the customer.  You will use cutting-edge speech analytics software to automate the analysis of ten thousand conversations per day and learn what our customers want from an advertising partner.
 
Armed with this knowledge, you will help our training team and department supervisors develop best practices and mentoring techniques which enhance productivity.  You will work with our quality team to monitor and enforce Yodle’s high standards of professionalism and customer satisfaction.  You will also work with sales and client services leadership to understand strategic changes occurring with our customers and the industry.
 
 

Responsibilities

• Evaluate calls using the CallMiner Eureka tool suite, and provide analysis and visualization using best-practice methodologies.
• Collaborate with other departments to develop and deliver training based on key findings.
• Develop & deliver key findings for executive and management review.
• Administer Yodle’s CallMiner Eureka SaaS account including user access controls (ACLs), end-user support, and the vendor’s customer support team.
• Collaborate with IT to manage call recordings and metadata.
• Communicate effectively with other departments to convey schedules, priorities, and project related information. Escalate issues as needed.
• Translate business requirements for data gathering, analysis and reporting to technical needs.

Qualifications

• Bachelor’s degree in Business, Mathematics, Economics, Computer Science or equivalent work experience.
• One year or more experience in a business analytics or business reporting role.
• One year or more experience in a call-center or contact-center environment, including at least six months experience in operations or reporting.
• Proficiency in Microsoft Office including Excel, Microsoft SQL Server & Reporting Services
• Proven experience with online advertising with a focus on sales, marketing, customer retention, or customer support is preferred
• Familiarity with online advertising solutions including search engine optimization (SEO) and web advertising (CPC/PPC) is preferred
• Demonstrated ability to manage multiple priorities and to succeed in a dynamic, real-time environment
• Excellent verbal communication skills and good written communication skills
• Ability to work with teams members at all organization levels

Benefits

• Competitive Pay

  We know you're valuable.

• Weekly Contests

  Win sports tickets, iPads, and more!

• Great Work Environment

  We keep things interesting.

• Health/Vision/Dental

  We've got you covered.

• 401(k) Plans

  Save for your future long after Yodle.

• 3 Weeks Vacation

  Go get as tan as you like.

• Flex Accounts

  Everyone likes saving money!

• Free Food

  Enjoy our fully stocked kitchen.

• Collaboration

  Give and take within a smart team.