Program Manager, Customer Insights And Speech Analytics (Onsite)

Overview

Responsible for leading the cross-functional quality program and AI speech analytics tool, involving the collection and analysis of voice and written data, to ensure regulatory compliance, enhance operational processes, increase sales and improve customer satisfaction. Proactively identify opportunities for improvements through data analysis within the Nexidia AI speech platform, transforming large data sets into actionable insight. This role requires a blend of tool expertise, strategic thinking, and a deep understanding of the business and customer interactions

Responsibilities

What you will do:

• Manage the Nexidia AI speech analytics program within the organization.
• Support business partners in understanding how the customer journey can lead to optimal customer experience, increased sales, and customer satisfaction scores.
• Consult and lead change with key stakeholders to maximize the Nexidia AI speech analytics technology to deliver meaningful, actionable insights that drive improvements in customer experience, sales and KPI performance.
• Collaborates with various teams in the organization by providing data expertise, offering original perspectives, and challenging conventional views to align decision-making with changing business needs.
• Responds to business inquiries regarding customer data, conducting research and analysis to provide clear and credible responses.
• Plan, communicate, and manage identified objectives and project initiatives with all levels of the organization.
• Design and develop advanced analytic models, specialized reports and dashboards to display quality data and results to mid-level and executive leadership.
• Analyze and interpret complex data sets relating to customer and employee behavior and trends.
• Manage the development and delivery of additional tool features to drive improvement and process automation. Implement and manage an effective change management process to ensure smooth transitions.
• Ensure technical issues are documented, communicated, and resolved promptly
• Manage contact center vendor relationships from a speech analytics perspective - assist in evaluating vendor performance and communicate issues to leadership as needed.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• Bachelor's Degree Preferred fields include Data Science, Business Analytics, Computer Science, Information Technology, or a related field. (Preferred)
• 1-3 years Relevant experience, particularly in contact center operations, data science or data analysis (Required)
• 1-3 years Strong skills in data analysis, including the ability to interpret complex data sets, perform root cause analysis, and generate actionable insights. (Required)
• 1-3 years Nexidia or similar AI speech analytics tools to analyze voice data, generate insights, and drive process improvements. (Preferred)
• Ability to diagnose and resolve technical issues related to speech analytics tools and other related technologies.
• Advanced knowledge of Contact Center and Insurance Operations specific technology, including telephony platform/functions, Policy Administration systems and Sales platforms (similar to Lipgloss, Mainframe, and Caesar Sales Portal), and speech analytics tools.
• Advanced knowledge of Microsoft Office products, including Word, Excel, and PowerPoint, particularly Excel for data analysis and PowerPoint for presentations.
• Excellent presentation skills with the ability to effectively communicate and present information to all levels of the organization, including senior management and external stakeholders.
• Strong negotiating, consensus building and conflict resolution skills.
• Learning agility to quickly learn master new systems and processes through online courses, hands-on training, or job shadowing.
• Proven commitment to achieving excellence in customer satisfaction, process and product quality, and reliability (VOC, CSAT, CES).
• Flexibility and ability to adjust to changing priorities of and new strategies.
• Ability to work with ambiguity and navigate uncertainty with confidence and agility, effectively operating in a rapidly changing environment.
• Demonstrated experience as a change champion, guiding others to adopt change effectively.
• Skilled in developing process workflows.
• Working knowledge of Internet and related emerging technologies used to effectively aggregate/analyze critical business data.
• Nexidia Certification, CallMiner Certification, or any other relevant speech analytics tool certification (Preferred)

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position