Contact Center Speech Analytics Program Leader

Regions Bank•Hoover, AL

15h

About The Position

At Regions, the Program Manager will design, implement, and oversee ongoing program(s) and strategic projects at the corporate level for single or multiple business units. Primary Responsibilities Supports, designs and implements key program(s) across Regions Manages logistics, communications, marketing, and metrics for the program(s) managed Assembles teams, assigns responsibilities, develops schedules, and determines and acquires resources Serves as liaison between project team and functional area Develops and manages overall plans to ensure work is assigned and completed on time Maintains ownership during all phases of a program to ensure projects within are executed according to plans Partners with multi-disciplinary teams across the organization to achieve desired outcomes Serves as a member of a collaborative work team to create informative and entertaining programs of excellence Measures, manages, and aims to improve program experience against metrics Maintains professional knowledge of program standards and trends by attending seminars, consulting with other program professionals and reading trade publications May work with sponsors and functional owners to organize and lead the implementation of process improvement initiatives May serve as subject matter expert, point of contact and/or lead on related programs and special projects This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay.

Requirements

Bachelor's degree in Business Management, or related field
Five (5) years of experience
Experience in leading a small team and/or vendor relationships and the ability to lead a team comprised of various project managers, analyst, and/or vendors as required for larger initiatives
Advanced concepts, practices, and procedures for analyzing business processes
Highly motivated with minimal need for direct supervision
Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook, etc.)
Proven ability of leading and influencing cross functional teams
Strong written and verbal communication skills, including ability to interact with senior business leaders
Program Leader Hands-on experience with NICE/Nexidia speech analytics tools or similar platforms (required)
Advanced proficiency with Microsoft Excel and PowerPoint for analysis and executive reporting
Strong background in contact center operations, data analysis, and customer experience metrics (VOC, CSAT, KDS)

Nice To Haves

Master's degree in a related field
Project Management Professional (PMP) certification or related certification
Supervisory or managerial experience
Nexidia, CallMiner, or similar tool certification is a plus.

Responsibilities

Supports, designs and implements key program(s) across Regions
Manages logistics, communications, marketing, and metrics for the program(s) managed
Assembles teams, assigns responsibilities, develops schedules, and determines and acquires resources
Serves as liaison between project team and functional area
Develops and manages overall plans to ensure work is assigned and completed on time
Maintains ownership during all phases of a program to ensure projects within are executed according to plans
Partners with multi-disciplinary teams across the organization to achieve desired outcomes
Serves as a member of a collaborative work team to create informative and entertaining programs of excellence
Measures, manages, and aims to improve program experience against metrics
Maintains professional knowledge of program standards and trends by attending seminars, consulting with other program professionals and reading trade publications
May work with sponsors and functional owners to organize and lead the implementation of process improvement initiatives
May serve as subject matter expert, point of contact and/or lead on related programs and special projects