Current jobs related to Speech Analytics Manager - Boca Raton, Florida - Cinch Home Services

  • Credit Risk Analytics Manager

    3 days ago

    Boca Raton, Florida, United States Seacoast Bank Full time

    Credit Risk Analytics ManagerThe Credit Risk Analytics Manager will be responsible for developing and managing credit risk reporting for executive management, Board of Directors, Regulators, and public disclosures. This role will serve as credit risk data steward and participate in enterprise-wide data governance. The Credit Risk Analytics Manager will...

  • Business Analytics Director

    2 weeks ago

    Boca Raton, Florida, United States Engage Partners Inc. Full time

    Business Marketing Analytics ManagerWe're seeking a seasoned Business Marketing Analytics Manager to lead our marketing analytics team and drive data-driven marketing success. In this role, you'll oversee the collection, analysis, and interpretation of data for digital marketing campaigns, providing actionable insights to optimize strategies and improve...

  • GRC Risk Compliance Analyst

    3 weeks ago

    Boca Raton, Florida, United States Lifescale Analytics Full time

    Job Title: GRC Risk Compliance AnalystLifescale Analytics is seeking a highly skilled GRC Risk Compliance Analyst to join our team. As a key member of our information assurance and cyber security program, you will be responsible for leading the IT security risk and audit program for information systems security.Key Responsibilities:Develop and implement the...

  • GRC Analyst

    4 weeks ago

    Boca Raton, Florida, United States Lifescale Analytics Full time

    Job Title: GRC AnalystLifescale Analytics is seeking a highly skilled GRC Analyst to join our team. As a GRC Analyst, you will play a critical role in ensuring the effective management of risks and compliance within our organization.Key Responsibilities:Develop and implement IT security risk and audit strategies to identify and mitigate potential...

  • GRC Analyst

    4 weeks ago

    Boca Raton, Florida, United States Lifescale Analytics Full time

    Job Title: GRC AnalystLifescale Analytics is seeking a highly skilled GRC Analyst to join our team. As a GRC Analyst, you will play a critical role in ensuring the effective management of risks and compliance within our organization.Key Responsibilities:Develop and implement IT security risk and audit strategies to identify and mitigate potential...

  • Director of Marketing Analytics

    1 month ago

    Boca Raton, Florida, United States TransUnion Risk and Alternative Data Solutions Full time

    Job Title: Director, Data Design and AnalysisTransUnion Risk and Alternative Data Solutions is seeking a seasoned marketing analytics leader to drive business growth through data-driven insights.About the Role:We are looking for a Director of Marketing Analytics who will be responsible for developing and executing a comprehensive marketing analytics strategy...

  • Marketing Analytics Director

    4 days ago

    Boca Raton, Florida, United States Flybridge Staffing Full time

    Flybridge Staffing is seeking a seasoned Marketing Analytics Manager to lead a team of analysts and oversee the collection, analysis, and interpretation of data related to performance marketing campaigns. This role plays a critical part in driving projected forecasting, data-driven decision-making, optimizing marketing strategies, and improving overall...

  • Governance Risk Compliance Specialist

    3 weeks ago

    Boca Raton, Florida, United States Lifescale Analytics Full time

    Job Title: Governance Risk Compliance AnalystLifescale Analytics is seeking a highly skilled Governance Risk Compliance Analyst to join our team. As a key member of our information assurance and cyber security program, you will be responsible for leading the IT security risk and audit program for information systems security.Key Responsibilities:Perform PCI,...

  • Professor of Artificial Intelligence and Business Analytics

    7 days ago

    Boca Raton, Florida, United States InsideHigherEd Full time

    Seeking a tenure-track Assistant, Associate or Full Professor in Applied Artificial Intelligence and Business AnalyticsThe IT & Operations Management (ITOM) Department in the College of Business at Florida Atlantic University is looking for a scholar who can teach AI, Business Analytics, and Management Information Systems courses in both undergraduate and...

  • Data Analyst

    2 weeks ago

    Boca Raton, Florida, United States FlexShopper Full time

    Job Title: Data Analyst - Risk and AnalyticsFlexShopper is seeking a highly skilled Data Analyst to join our Risk and Analytics team. As a Data Analyst, you will play a critical role in helping us make data-driven decisions to drive business growth and mitigate risk.Key Responsibilities:Collect, store, and interpret large datasets to identify trends and...

  • Assistant Professor in Applied Artificial Intelligence and Business Analytics

    7 days ago

    Boca Raton, Florida, United States Florida Atlantic University Full time

    About the Position:The College of Business at Florida Atlantic University seeks a tenure-track Assistant Professor in Applied Artificial Intelligence and Business Analytics. The successful candidate will teach AI, Business Analytics, and Management Information Systems courses in both undergraduate and graduate programs, including MBA and doctoral...

  • Data Analyst

    2 weeks ago

    Boca Raton, Florida, United States FlexShopper Full time

    Job Title: Data Analyst - Risk and AnalyticsWe are seeking a highly skilled Data Analyst to join our team at FlexShopper, a leading financial and technology company. As a Data Analyst, you will play a critical role in supporting our data-driven decision-making process and contributing to the success of our organization.Job Summary:The Data Analyst will be...

  • Associate Director of Integrated Media and Analytics

    2 weeks ago

    Boca Raton, Florida, United States MDG SOLUTIONS, INC Full time

    About the RoleThe Associate Director of Integrated Media and Analytics will play a key role in supporting the agency's growth and success by leading the development of strategic, integrated programs across channels such as digital, social, print, radio, television, and OOH. This individual will be responsible for managing a selection of paid social media...

  • Marketing Forecast Manager

    4 days ago

    Boca Raton, Florida, United States Engage Partners Inc. Full time

    Job Title: Marketing Forecast ManagerWe're seeking a Marketing Forecast Manager to lead our team of analysts in managing data collection, analysis, and insights for performance marketing campaigns. This role is essential in driving accurate forecasting, optimizing strategies, and improving ROI. The Manager will provide actionable insights to both internal...

  • Tax Manager

    2 weeks ago

    Boca Raton, Florida, United States Gerson, Preston, Klein, Lips, Eisenberg, Gelber GPKLEG Full time

    Job OpportunityWe are seeking a highly skilled Tax Manager to join our Tax Services division at Gerson, Preston, Klein, Lips, Eisenberg, Gelber GPKLEG. Our team provides tax planning and compliance services to clients in diverse industries.About the Role:The Tax Manager will be responsible for reviewing tax returns, preparing financial statements, and...

  • Business Intelligence Manager

    1 week ago

    Boca Raton, Florida, United States Boston Proper Full time

    Job Title: Business Intelligence ManagerAbout the Role:At Boston Proper, we're seeking an experienced Business Intelligence Manager to lead our data-driven decision-making process and provide strategic insights to support various business units. As a key member of our team, you'll be responsible for leveraging data effectively to drive business growth and...

  • Insurance Account Manager

    4 days ago

    Boca Raton, Florida, United States APR Full time

    Job OverviewAPR is seeking a highly skilled Commercial Insurance Associate to join our team. As a key member of our organization, you will be responsible for managing small business insurance accounts and providing exceptional customer service.Key ResponsibilitiesManage a portfolio of small business insurance accounts, providing personalized service and...

  • Operations Manager

    4 weeks ago

    Boca Raton, Florida, United States MayTech Global Investments Full time

    Job Title: Operations ManagerLocation: GlobalCompany: MayTech Global InvestmentsAbout Us:MayTech Global Investments is a leading asset management firm specializing in global publicly traded equity investments. We are committed to delivering exceptional investment performance for our clients while maintaining the highest standards of operational excellence....

  • Tax Manager

    3 weeks ago

    Boca Raton, Florida, United States W3Global Inc Full time

    About W3Global IncWe are a boutique tax, financial planning, and business management firm that provides excellent client service to high net worth entrepreneurs and entertainment professionals.Job SummaryThis is a full-time on-site (and partially remote) role for a Tax Manager at W3Global Inc located in Boca Raton, FL. The Tax Manager will oversee tax...

  • Tax Senior Manager

    1 week ago

    Boca Raton, Florida, United States Withum Full time

    Join Our Tax Team as a Senior ManagerWe are seeking a highly skilled Senior Manager to join our Tax Services Group. As a Senior Manager, you will be responsible for leading multiple engagements, supervising staff, and providing exceptional client service.Key Responsibilities:Review complex C corp., S corp., and partnership income tax returnsStrategic...

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 tasked with overseeing the strategic planning and execution of the speech and text analytics platform, aligning with the organization's customer experience objectives.

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

Key Responsibilities:

  • Lead the Quality Assurance team to foster customer relationships, addressing concerns while providing exceptional service.
  • Design and implement analytical frameworks that measure customer sentiment, emotional responses, and trending topics.
  • Deliver insights to contact center representatives, identifying high performers and those needing additional training and coaching.
  • Proactively deploy the analytics toolset to detect compliance issues.
  • Analyze trends and patterns to offer actionable recommendations aimed at improving agent efficiency, enhancing customer experience, and driving revenue growth.
  • Accountable for demonstrating the effectiveness of virtual agent and IVR technologies through improved metrics such as containment and resolution rates, customer satisfaction, and reduced costs per account.
  • Collaborate with IT and Operations to broaden the implementation of 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 and strategic goals.
  • Facilitate User Acceptance Testing (UAT) for enhancements and new virtual agent products.
  • Engage with Contact Center Operations Leaders to evaluate containment and resolution metrics, identifying failure points and recommending workflow adjustments based on prior outcomes.
  • Utilize technology to boost customer engagement in digital channels.
  • Ensure the customer experience team collaborates effectively with all business functions, consistently delivering an excellent end-to-end customer experience across all stages and channels.
  • Establish a feedback loop with customer-facing teams to derive valuable insights for improvements, guiding teams to maintain a customer-centric approach in their interactions.
  • Coordinate with directors or heads of other departments such as Sales, Marketing, Vendor Operations, Finance, IT, and Client Services to ensure alignment with the overarching customer experience strategy.
  • Engage at the executive and senior management levels, advocating for solutions and managing the overall customer and vendor relationship experience.
  • Supervise direct reports, including CX Managers, Supervisors, and Project Leads.
  • Perform other related duties as assigned.

Qualifications:

  • Bachelor's degree in Computer Science, Information Systems, Analytics, or a related field.
  • Over 5 years of experience in people management with a focus on call center operations and customer experience.
  • Advanced knowledge of virtual agent engagement, including IVR and chatbot design.
  • Proficient in analytical tools, Big Query, and the MS Office Suite (Excel, Word, Outlook, PowerPoint).
  • Familiarity with call center environments is essential.
  • Understanding of relational database structures and the ability to monitor processes for issue identification is preferred.
  • Experience with data visualization tools such as Tableau or Power BI is advantageous.
  • Solid knowledge of virtual agent functionalities within CCaaS platforms, particularly CX One.
  • Experience working in an agile environment with the ability to manage competing priorities.
  • Proven track record of identifying issues and recommending solutions to enhance customer experience and revenue goals.
  • Strong analytical skills to develop effective plans, strategies, and tactics.
  • Experience in the warranty industry is highly desirable.