About the role

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.

Skills & Tags

analytics

Aplyr's read

Vanguard is a leader in low-cost investment management, attracting those committed to long-term financial growth and innovation in client services.
Synthesized from recent postings & public sources

What's promising

•Vanguard offers a strong reputation for low-cost investment options.
•Focuses on long-term strategies, appealing to investors seeking stability.
•Diverse role opportunities in finance, risk management, and IT.

What to watch

•Limited public information about internal culture and work-life balance.
•Potentially slow career progression due to large organizational structure.
•Highly competitive environment may not suit all candidates.

Why Vanguard

•Pioneered the index fund, revolutionizing investment management.
•Client-owned structure aligns company interests with investor success.
•Significant emphasis on investor education and financial literacy.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Vanguard

Vanguard

vanguard.com

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Vanguard is an investment management company known for its low-cost mutual funds and ETFs, focusing on long-term investment strategies for individual and institutional investors.