Know ATS Score
CV/Résumé Score
  • Expertini Resume Scoring: Our Semantic Matching Algorithm evaluates your CV/Résumé before you apply for this job role: Senior Manager, Enterprise Customer Insights And Speech Analytics (Onsite).
United States Jobs Expertini

Urgent! Senior Manager, Enterprise Customer Insights And Speech Analytics (Onsite) Job Opening In White Plains – Now Hiring Western & Southern Financial Group

Senior Manager, Enterprise Customer Insights And Speech Analytics (Onsite)



Job description

Overview

The Senior Manager, Enterprise Speech Analytics, is responsible with optimizing institutional knowledge across the enterprise by establishing and leading a Nexidia Speech Analytics team.

This team will collaborate closely with distinct business units within multiple organizations to deliver business outcomes and synergies through strategic investments in the NICE/Nexidia/Enlighten Ecosystem and related technologies.

The role demands strategic vision, leadership, and a profound understanding of speech analytics to ensure that insights derived from associate and customer data translate into actionable improvements, enhancing operational processes, regulatory compliance, sales, and customer satisfaction.

Responsibilities

What you will do:

  • Program Execution: Ensure effective execution and expansion of the Nexidia AI speech analytics program, aligning it with business strategy across W&S and Gerber Life.

    Serve as a liaison between the speech analytics team and senior executive leadership, providing regular updates on progress and outcomes.
  • Performance Alignment: Align speech analytics initiatives with business goals to drive performance improvement, working closely with multiple business unit's senior leaders.
  • Stakeholder Liaison: Act as a key liaison between key stakeholders to optimize speech analytics use across the enterprise.
  • Lead and Develop Team: Establish and lead the enterprise Nexidia Speech Analytics team, fostering a collaborative and innovative environment.

    Ensuring the effective execution and expansion of the Nexidia AI speech analytics program, providing high level direction and support.
  • Cross-Department Collaboration: Facilitate communication and collaboration between the speech analytics team and other business units to maximize the impact of analytics insights.
  • Opportunity Identification: Identify and prioritize opportunities to enhance customer experience, operational efficiency, compliance, and sales performance, in consultation with executive leadership.
  • Data Management: Oversee the collection, analysis, and interpretation of data using the NICE/Nexidia Ecosystem, transforming it into actionable insights for key stakeholders.
  • Advanced Analytics: Develop advanced analytic models, reports, and dashboards to present findings to key stakeholders, ensuring clear communication and present to all levels of leadership.
  • Change Management: Lead change management efforts for smooth adoption of new tools and processes, working closely with all relevant teams across the enterprise, ensuring buy-in and support of key stakeholders.
  • Vendor Management: Manage relationships with vendors, negotiate contracts, and ensure they meet organizational needs, coordinating with legal and executive teams.
  • Team Development: Provide direction and development for associates through coaching, performance management, and training, encouraging a culture of continuous improvement and collaboration.
  • Performs other duties as assigned.
  • Complies with all policies and standards.
  • Qualifications

  • Bachelor's Degree Data science, Business Analytics, Computer Science, Information Technology, or a related field.

    With 5-7 years of relevant experience, particularly in contact center operations, data science or data analysis (Preferred)
  • Associate's Degree Data science, Business Analytics, Computer Science, Information Technology, or a related field.

    With 8-9 years of relevant experience, particularly in contact center operations, data science or data analysis (Preferred)
  • High School Diploma with 10-11 years of relevant experience, particularly in contact center operations, data science or data analysis.

    (Required)
  • Nexidia Certification, CallMine Certification or any other relevant speech analytics tool certification (Preferred)
  • Proven experience in managing and leading cross-functional teams (Required)
  • Extensive experience with Nexidia or similar AI speech analytics tools (Required)
  • Advanced knowledge of Microsoft Office products, including Word, Excel, and PowerPoint, particularly Excel for data analysis and PowerPoint for presentations (Required)
  • Excellent presentation skills with the ability to effectively communicate and present information to all levels of the organization, including senior management and external stakeholders (Required)
  • Proven commitment and experience to achieving excellence in customer satisfaction, process and product quality, and reliability (VOC, CSAT, CES) (Required)
  • Strong strategic thinking and problem-solving skills.
  • Strong negotiating, consensus building and conflict resolution skills.
  • Excellent data analysis and interpretation abilities.
  • Skilled in developing process workflows.
  • Advanced knowledge of contact center and insurance operations technologies.
  • Flexibility and ability to adjust to changing priorities of and new strategies.
  • Ability to work with ambiguity and navigate uncertainty with confidence and agility, effectively operating in a rapidly changing environment.
  • Demonstrated experience as a change champion, guiding others to adopt change effectively.
  • Working knowledge of AI and related emerging technologies used to effectively aggregate/analyze critical business data.
  • Nexidia Certification, CallMiner Certification, or any other relevant speech analytics tool certification within 1 Year (Preferred)
  • Work Setting/Position Demands:

  • Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
  • Associate must be able to operate a motor vehicle for short and/or long distances
  • Associate must be able to travel via airplane
  • Associate must be able to travel via car
  • Occasional after-hours work needed
  • Routine and/or extended after hours work needed
  • Travel Requirements:

  • 5% travel Travel to home offices up to 6 times a year

  • Required Skill Profession

    Advertising, Marketing, Promotions, Public Relations, And Sales Managers



    Your Complete Job Search Toolkit

    ✨ Smart • Intelligent • Private • Secure

    Start Using Our Tools

    Join thousands of professionals who've advanced their careers with our platform

    Rate or Report This Job
    If you feel this job is inaccurate or spam kindly report to us using below form.
    Please Note: This is NOT a job application form.


      Unlock Your Senior Manager Potential: Insight & Career Growth Guide


    • Real-time Senior Manager Jobs Trends in White Plains, United States (Graphical Representation)

      Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Senior Manager in White Plains, United States using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 549564 jobs in United States and 521 jobs in White Plains. This comprehensive analysis highlights market share and opportunities for professionals in Senior Manager roles. These dynamic trends provide a better understanding of the job market landscape in these regions.

    • Are You Looking for Senior Manager, Enterprise Customer Insights And Speech Analytics (Onsite) Job?

      Great news! is currently hiring and seeking a Senior Manager, Enterprise Customer Insights And Speech Analytics (Onsite) to join their team. Feel free to download the job details.

      Wait no longer! Are you also interested in exploring similar jobs? Search now: .

    • The Work Culture

      An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Western & Southern Financial Group adheres to the cultural norms as outlined by Expertini.

      The fundamental ethical values are:
      • 1. Independence
      • 2. Loyalty
      • 3. Impartiality
      • 4. Integrity
      • 5. Accountability
      • 6. Respect for human rights
      • 7. Obeying United States laws and regulations
    • What Is the Average Salary Range for Senior Manager, Enterprise Customer Insights And Speech Analytics (Onsite) Positions?

      The average salary range for a varies, but the pay scale is rated "Standard" in White Plains. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

    • What Are the Key Qualifications for Senior Manager, Enterprise Customer Insights And Speech Analytics (Onsite)?

      Key qualifications for Senior Manager, Enterprise Customer Insights And Speech Analytics (Onsite) typically include Advertising, Marketing, Promotions, Public Relations, And Sales Managers and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.

    • How Can I Improve My Chances of Getting Hired for Senior Manager, Enterprise Customer Insights And Speech Analytics (Onsite)?

      To improve your chances of getting hired for Senior Manager, Enterprise Customer Insights And Speech Analytics (Onsite), consider enhancing your skills. Check your CV/Résumé Score with our free Tool. We have an in-built Resume Scoring tool that gives you the matching score for each job based on your CV/Résumé once it is uploaded. This can help you align your CV/Résumé according to the job requirements and enhance your skills if needed.

    • Interview Tips for Senior Manager, Enterprise Customer Insights And Speech Analytics (Onsite) Job Success
      Western & Southern Financial Group interview tips for Senior Manager, Enterprise Customer Insights And Speech Analytics (Onsite)

      Here are some tips to help you prepare for and ace your job interview:

      Before the Interview:
      • Research: Learn about the Western & Southern Financial Group's mission, values, products, and the specific job requirements and get further information about
      • Other Openings
      • Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.
      • Dress Professionally: Choose attire appropriate for the company culture.
      • Prepare Questions: Show your interest by having thoughtful questions for the interviewer.
      • Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.
      During the Interview:
      • Be Punctual: Arrive on time to demonstrate professionalism and respect.
      • Make a Great First Impression: Greet the interviewer with a handshake, smile, and eye contact.
      • Confidence and Enthusiasm: Project a positive attitude and show your genuine interest in the opportunity.
      • Answer Thoughtfully: Listen carefully, take a moment to formulate clear and concise responses. Highlight relevant skills and experiences using the STAR method.
      • Ask Prepared Questions: Demonstrate curiosity and engagement with the role and company.
      • Follow Up: Send a thank-you email to the interviewer within 24 hours.
      Additional Tips:
      • Be Yourself: Let your personality shine through while maintaining professionalism.
      • Be Honest: Don't exaggerate your skills or experience.
      • Be Positive: Focus on your strengths and accomplishments.
      • Body Language: Maintain good posture, avoid fidgeting, and make eye contact.
      • Turn Off Phone: Avoid distractions during the interview.
      Final Thought:

      To prepare for your Senior Manager, Enterprise Customer Insights And Speech Analytics (Onsite) interview at Western & Southern Financial Group, research the company, understand the job requirements, and practice common interview questions.

      Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Western & Southern Financial Group's products or services and be prepared to discuss how you can contribute to their success.

      By following these tips, you can increase your chances of making a positive impression and landing the job!

    • How to Set Up Job Alerts for Senior Manager, Enterprise Customer Insights And Speech Analytics (Onsite) Positions

      Setting up job alerts for Senior Manager, Enterprise Customer Insights And Speech Analytics (Onsite) is easy with United States Jobs Expertini. Simply visit our job alerts page here, enter your preferred job title and location, and choose how often you want to receive notifications. You'll get the latest job openings sent directly to your email for FREE!