Speech Analytics Manager

2 weeks ago

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

Objective:

Reporting to the Senior Director, this position is accountable for overseeing the strategy, planning, and execution of the speech and text analytics platform to support the organization's overarching customer experience objectives.

This role is pivotal in delivering a cohesive customer experience throughout all phases and interactions in the customer journey, aiding the organization in achieving enhanced customer satisfaction, operational efficiency, and profitability.

Key Responsibilities:

  • Directs the Quality team to cultivate customer relationships, addressing concerns while providing exceptional service.
  • Design and execute analytics that measure customer sentiment, emotional responses, and trending topics.
  • Offer insights for contact center personnel, identifying top performers and those needing additional training and coaching.
  • Proactively deploy the platform toolset to detect compliance issues.
  • Analyze trends and patterns to recommend actionable strategies for improving agent efficiency, 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 costs per account managed.
  • Collaborate with IT and Operations to expand and implement virtual agent technologies across various business units within the Contact Centers.
  • Assist in developing, generating, and disseminating reports related to virtual agent and IVR performance and strategic goals.
  • Facilitate User Acceptance Testing (UAT) for Virtual Agent products and enhancements.
  • Engage with Contact Center Operations Leaders to assess containment and resolution rates, identify failure points, and suggest workflow modifications based on prior outcomes.
  • Utilize technology to enhance 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 meaningful insights for improvements and guide teams to maintain a customer-centric approach while engaging new and existing 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-centricity in their respective operations, aligning with the overall customer experience strategy.
  • Engage at the executive/senior management level, proactively 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.
  • Additional responsibilities as assigned.

Education and Qualifications:

  • Bachelor's degree in Computer Science, Information Systems, Analytics, or equivalent experience.
  • 5+ years of experience in people management with progressive experience 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).
  • Understanding of call center environments is essential.
  • Familiarity with relational database structures and the ability to monitor processes to identify issues is preferred.
  • Experience with data visualization tools such as Tableau or Power BI is preferred.
  • Solid knowledge of virtual agents within CCaaS platforms, particularly CX One, is preferred.
  • Experience working in an agile environment with the ability to manage and prioritize competing demands.
  • Proven capability to identify issues and recommend solutions to address immediate challenges impacting customer experience and revenue objectives.
  • Strong analytical thinking skills to develop strategic plans and tactics.
  • Experience in the warranty industry is highly desirable.

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