Description

What to Expect

The Sr. Manager, Speech Analytics is responsible for the execution of speech analytics initiatives within the Operations Division for performance management reporting, GenAI development and report automation, First Line of Defense (FLOD), Customer Impact Analysis reporting, continuous improvement efforts, and regulatory compliance. This role focuses on leveraging advanced speech analytics technologies to drive operational efficiency, enhance customer experience, and support compliance objectives.

What You Will Do

1. Lead and implement GenAI initiatives, harnessing advanced generative AI technology to automate manual processes and deliver actionable insights to Operations leadership. Enable enhanced performance, foster positive behavioral change, and proactively reduce complaints by leveraging GenAI-driven solutions

2. Drive and oversee First Line of Defense initiatives by utilizing advanced speech analytics to strengthen compliance monitoring across the organization. Partner closely with business leaders to implement critical compliance strategies, offering expert guidance and consultative support to ensure effective interpretation and application of speech analytics data

3. Design, implement, and refine speech analytics initiatives to uncover trends, insights, and opportunities for operational improvement

4. Present findings, track key metrics, establish data visualization tools and communicate progress on initiatives to executives and stakeholders across the business.

5. Lead, mentor, and develop team members by providing direction, performance feedback, and support to ensure effective collaboration, professional growth, and achievement of organizational and personal goals

Qualifications

What You Will Bring
• Minimum 8 years progressive experience in contact center data analytics, speech analytics, reporting or operations management within financial services with proven success leading cross-functional medium to large department initiatives.
• Minimum 3 years supervisory experience.
• Nexidia Interaction Analytics experience preferred.
• Automotive finance experience a plus
• Bachelor's degree in Analytics, Business, or Computer Science or related field; or equivalent work experience.
• Master's Degree a plus.
• Strong leadership and project management skills, with proven ability to drive cross-departmental initiatives.
• Expertise in speech analytics platforms and technologies, with a working knowledge of regulatory requirements in financial services.
• Conceptual thinking, analytical and problem-solving abilities.
• Proven experience with data visualization tools, and using data and metrics to drive improvements.
• Working knowledge of SQL, Tableau, GenAI and other database technologies to extract data to identify trends.
• Demonstrated competency and passion for using GenAI tools.
• Demonstrated experience in data models and reporting packages using speech analytics platforms.
• Proven ability to summarize data and create compelling visuals and presentations to communicate key findings to stakeholders.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Ability to successfully manage, train, develop and mentor direct reports.
• Strong written and verbal communication skills; strong presentation skills to present to leadership.
• Strong interpersonal skills to work in a team environment and build relationships with internal and external stakeholders

WORK ENVIRONMENT

Employees in this class are subject to extended periods of sitting, standing and walking, and using a computer. Work is performed in an office environment.

The posted salary range for this job takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; geographic location, and other business and organizational needs. Successful candidates may be hired anywhere in the salary range based on these factors. It is uncommon to hire candidates at or near the top of the range.