Manager, Speech Analytics and Insights

CareSource•Ohio WFH, OH

1d•$83,000 - $132,800•Onsite

About The Position

The Manager, Speech Analytics and Insights collaborates with the Service Excellence team to continuously improve the experience for our customers (Member & Provider), driving innovation and efficiencies within the call center. They will play a key role in exploring and applying AI capabilities to improve how we collect, analyze, and act on customer insights.

Requirements

Bachelor's degree in Marketing, Business, Communications, a health care field, or other related field required
Equivalent years of relevant work experience may be accepted in lieu of required education
Five (5) years Customer service experience related to healthcare payer dealing with both members and providers required
Three (3) years Leadership experience required
Proficiency in Microsoft Excel and PowerPoint is required
Excellent written and verbal communication skills, with a high level of attention to detail
Strong leadership, interpersonal and active listening skills
Proven ability to coach and inspire direct reports to achieve required goals and key performance indicators

Nice To Haves

Critical thinking, creative problem-solving, knowledge and experience with journey mapping and storytelling (personas, journey mapping), strongly preferred
Strong ability to communicate and collaborate with stakeholders across different levels
Familiarity with creating agentic experiences that proactively anticipate user needs, adapt in real time, and deliver personalized healthcare solutions, strongly preferred
Ability to analyze processes and produce recommendations for improvements
Ability to develop, prioritize, accomplish goals and the capability to work independently
Ability to keep current on technologies through self-directed learning

Responsibilities

Evolve our enterprise Voice of the Customer (VoC) and Customer Experience (CX) programs across all lines of business.
Explore and experiment with new methods, tools and automation for gathering Member, Provider and Specialist sentiment to deliver actionable insights and optimize efficiencies.
Collaborate with cross-functional teams to ensure that insights are translated into actionable improvement initiatives.
Define and prioritize the AI roadmap, in partnership with our Service Excellence leaders, for call center initiatives.
Define success metrics, measure outcomes, and track AI initiative impact over time.
Stay up to date on AI trends and emerging best practices for customer research, insight mining, and agent-based workflows.
Manage call center analysis efforts, to identify current capabilities and opportunities for improvement, that drives measurement, prioritization and implementation of identified opportunities.
Outline a strategy for aggregating complex data to create compelling visual stories, taking into consideration market-specific nuances, using PowerPoint charts, dashboards and presentations with clear and actionable insights that influence executive decision-making.
Prepare stakeholder briefing materials, demos, and use case summaries.
Act as the liaison, and manage the relationship, with our call monitoring vendor to ensure we’re receiving the maximum benefits from the tool.
Lead and mentor Voice of the Customer Insights Analysts.
Perform any other job related duties as requested.