Contact Center Speech Analytics Program Leader

Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.

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Job Description:

At Regions, the Program Manager will design, implement, and oversee ongoing program(s) and strategic projects at the corporate level for single or multiple business units.

Primary Responsibilities

• Supports, designs and implements key program(s) across Regions
• Manages logistics, communications, marketing, and metrics for the program(s) managed
• Assembles teams, assigns responsibilities, develops schedules, and determines and acquires resources
• Serves as liaison between project team and functional area
• Develops and manages overall plans to ensure work is assigned and completed on time
• Maintains ownership during all phases of a program to ensure projects within are executed according to plans
• Partners with multi-disciplinary teams across the organization to achieve desired outcomes
• Serves as a member of a collaborative work team to create informative and entertaining programs of excellence
• Measures, manages, and aims to improve program experience against metrics
• Maintains professional knowledge of program standards and trends by attending seminars, consulting with other program professionals and reading trade publications
• May work with sponsors and functional owners to organize and lead the implementation of process improvement initiatives
• May serve as subject matter expert, point of contact and/or lead on related programs and special projects

This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay.

Requirements

• Bachelor's degree in Business Management, or related field
• Five (5) years of experience
• Experience in leading a small team and/or vendor relationships and the ability to lead a team comprised of various project managers, analyst, and/or vendors as required for larger initiatives

Preferences

• Master's degree in a related field
• Project Management Professional (PMP) certification or related certification
• Supervisory or managerial experience

Skills and Competencies

• Advanced concepts, practices, and procedures for analyzing business processes
• Highly motivated with minimal need for direct supervision
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.)
• Proven ability of leading and influencing cross functional teams
• Strong written and verbal communication skills, including ability to interact with senior business leaders

Program Leader

• Hands-on experience with NICE/Nexidia speech analytics tools or similar platforms (required)
• Advanced proficiency with Microsoft Excel and PowerPoint for analysis and executive reporting
• Strong background in contact center operations, data analysis, and customer experience metrics (VOC, CSAT, KDS)
• Nexidia, CallMiner, or similar tool certification is a plus.

Position Type

Full time

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.

The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the positio