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Speech Analytics Manager

2 months ago

Boca Raton, Florida, United States Cinch Home Services Full time

Objective:

Reporting to the Senior Director, this position is accountable for the strategic oversight, planning, and execution of the speech and text analytics framework to support the overarching customer experience objectives of Cinch Home Services.

This role is essential in ensuring a cohesive customer experience throughout all phases and interactions in the customer journey, contributing to enhanced customer satisfaction, operational efficiency, and profitability.

Key Responsibilities:

  • Directs the Quality team to foster customer relationships, addressing concerns while providing exceptional service.
  • Design and implement analytical tools that measure customer sentiment, emotional responses, and trending topics.
  • Deliver insights for contact center representatives, identifying high performers and those needing additional training and coaching.
  • Proactively utilize the platform tools to uncover compliance challenges.
  • Analyze trends and patterns to provide actionable recommendations aimed at improving agent performance, customer experience, and revenue growth.
  • Accountable for demonstrating the effectiveness of virtual agent and IVR technologies through enhanced containment, resolution rates, customer satisfaction, and reduced operational costs.
  • Collaborate with IT and Operations to extend and implement virtual agent technologies across various business units within the Contact Centers.
  • Assist in the development, generation, and distribution of reports related to virtual agent and IVR performance aligned with strategic goals.
  • Facilitate User Acceptance Testing (UAT) for Virtual Agent products and enhancements.
  • Engage with Contact Center Operations Leaders to assess containment and resolution metrics, identifying failure points and recommending workflow adjustments based on prior outcomes.
  • Leverage technology to boost customer digital engagement.
  • Ensure the customer experience team collaborates effectively with all business functions, consistently delivering an excellent end-to-end customer experience across all stages, channels, and touchpoints.
  • Establish a feedback loop with customer-facing teams to derive valuable insights for enhancements, guiding teams to maintain a customer-centric approach in acquiring and managing relationships with customers and vendors.
  • Coordinate with directors or heads of other departments such as Sales, Marketing, Vendor Operations, Finance, IT, and Client Services to ensure customer-centric practices in their operations, aligning with the overall customer experience strategy.
  • Engage at the executive and senior management levels, advocating for solutions and managing the overall customer and vendor relationship experience.
  • Will oversee direct reports, including but not limited to CX Managers, Supervisors, and Project Leads.
  • Perform other duties as assigned.

Qualifications:

  • Bachelor's degree in Computer Science, Information Systems, Analytics, or equivalent experience.
  • 5+ years of experience in people management with progressive roles in call center operations and customer experience.
  • Advanced knowledge of virtual agent engagement, including IVR and chatbot design.
  • Strong analytical skills, proficiency in Big Query, and MS Office Suite (Excel, Word, Outlook, PowerPoint).
  • Familiarity with call center environments is essential.
  • Understanding of relational database structures and ability to monitor processes to identify issues is preferred.
  • Experience with data visualization tools such as Tableau, Power BI, etc., is preferred.
  • Solid knowledge of virtual agents within CCaaS platforms, with a preference for CX One.
  • Experience working in an agile environment with the ability to manage competing priorities.
  • Proven ability to identify issues and recommend solutions to address immediate challenges impacting customer experience and revenue goals.
  • Strong analytical thinking skills to develop strategic plans and tactics.
  • Experience in the warranty industry is highly desirable.