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Manager, Speech

2 months ago

Boca Raton, United States Cinch Home Services Full time

Purpose:

Reporting to the Sr Director, this role will be responsible for the oversight of strategy, planning and execution of the speech and text analytics platform in support of the organization’s overall customer experience goals.

Responsible for delivering a seamless customer experience across all stages and touchpoints in a customer journey and helping the company continually achieve greater customer satisfaction, increased efficiency and profitability.

Summary of Responsibilities:

  • Leads Quality team to manage customer relationships, resolving complaints while delivering outstanding service,
  • Design and implement analytics that quantify customer sentiment, emotional states, and trending topics
  • Provide insights for contact center associates, identifying top talent, as well as those that are not performing up to standard and may require additional sales effectiveness training, and coaching, inclusive of behaviors.
  • Proactively implement the platform tool set to identify compliance issues
  • Identify trends and patterns to provide recommendations, with measurable outputs for actions to improve agent efficiencies, customer experience improvements, and revenue growth.
  • Accountable for demonstrating success of utilizing virtual agent and IVR technologies through improved containment, resolution rates, customer satisfaction and lower total cost per account worked.
  • Works with IT and Operations to help expand and implement virtual agent technologies to other business units within the Contact Centers.
  • Help develop, generate and distribute reporting, related to the virtual agent and IVR performance and strategic objectives.
  • Help drive and facilitate User Acceptance Testing (UAT) for Virtual Agent products and enhancement rollouts.
  • Meet with Contact Center Operations Leaders to review containment and resolution rates, failure points, and call results. Recommend changes to work flow and design based on previous results.
  • Leverages technology to increase customer’s digital engagement.
  • Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey.
  • Enable a two-way stream with customer facing teams through collection of feedback to derive meaningful insights for improvements and; guide teams to ensure a customer-centric attitude while acquiring new and dealing with existing customers and/or vendors, especially guiding the marketing, branding and sales teams to align with the larger CX strategy.
  • Liaise with directors or heads of other teams such as Sales, Marketing, Vendor Operations, Finance, IT and Client Services to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
  • Interact at executive/senior management level, proactively advocating for solutions and managing the overall customer and vendor relation experience.
  • Will have direct reports including but not limited to, CX Managers, Supervisors and Project Leads.
  • Other duties as assigned.

Education/Qualifications:

  • Bachelor’s degree in computer science, information Systems, analytics or equivalent experience
  • 5+ years in people management with progressive experience in call center operations, customer experience
  • Advanced understanding of Virtual agent engagement, including IVR and Chat bot design.
  • Robust analytical, Big Query, and MS Office Suite (Excel, Word, Outlook, and Power Point)
  • Understanding of call center environments required.
  • Knowledge of relational database structure and ability to monitor processing to identify issues preferred.
  • Experience with data visualization tools like Tableau, Power BI, etc. preferred.
  • Solid Virtual Agent knowledge within CCaaS platforms, CX One preferred.
  • Worked in an agile environment with the ability to track and shift between competing priorities
  • Proven ability to identifying issues and recommending solutions to address in the moment issues impacting CX and revenue objectives
  • Strong analytical thinking skills; to develop plans, strategies and tactics.
  • Experience in warranty industry is highly desirable