Supports the development and optimization of Genesys Speech-to-Text Analytics (STA) capabilities to deliver actionable call-driver, sentiment, and customer experience insights. Leverages knowledge of the Personal Investor environment to identify trends, inform Workforce Management (WFM) strategies, and drive operational improvements through data-driven recommendations.
In This Role, You Will:
- Develop, maintain, and optimize Speech-to-Text Analytics solutions within Genesys Cloud, ensuring effective governance, scalability, and adherence to best practices.
- Analyze speech and interaction data to identify call drivers, customer sentiment, emerging trends, operational risks, and client experience opportunities.
- Deliver recurring reporting, dashboards, and ad hoc analyses that provide stakeholders with actionable insights and recommendations.
- Translate analytics findings into operational improvements, including enhancing wrap-up code accuracy, identifying coaching and training opportunities, and supporting process optimization initiatives.
- Partner with Workforce Management, Service & Operations Enablement (S&OE), Client Contact Experience (CCE), Product, and other business partners to drive adoption of analytics insights and support data-driven decision making.
- Support complex analytics, reporting, and enablement initiatives, ensuring timely execution, data accuracy, and effective stakeholder communication.
- Perform other duties and special projects as assigned.
What it Takes:
- Experience with Genesys Cloud, Speech-to-Text Analytics preferred.
- Minimum of two years of related work experience.
- Undergraduate degree or an equivalent combination of training and experience.
- Strong quantitative and technical aptitude.
- Demonstrated attention to detail and commitment to balancing quality, accuracy, and efficiency.
- Strong organizational and time management skills with the ability to manage multiple priorities independently.
- Adaptable and flexible in a fast-paced, changing environment.
- Proficiency with Microsoft Excel and PowerPoint is required.
- Excellent written and verbal communication skills.
Special Factors
Sponsorship
Vanguard is not offering visa sponsorship for this position.
About Vanguard
At Vanguard, we don't just have a mission-we're on a mission.
To work for the long-term financial wellbeing of our clients. To lead through product and services that transform our clients' lives. To learn and develop our skills as individuals and as a team. From Malvern to Melbourne, our mission drives us forward and inspires us to be our best.
How We Work
Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.